Online retailer survey 2023
Every year, the online retailer survey conducted by the Zurich University of Applied Sciences (ZHAW) examines the state of online retailing 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 commerce.
Payment methods: Insights into current trends and developments regarding 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 ranking
Payrexx emerges as the most popular payment service provider (PSP) of Swiss SMEs in the 2023 online merchant survey, leaving PayPal, Saferpay and PostFinance behind. The steadily growing market share and the remarkable growth rate make it clear that Payrexx meets the requirements of Swiss SMEs for a payment provider with its offer.
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 the willingness of customers to recommend Payrexx and, with a value of 50, is exceptionally high compared to the competition.
Focus Switzerland
The broad geographic origins and diverse business models of the online retailers surveyed help to paint a comprehensive picture of the e-commerce market in the region and to take into account the diversity of players and challenges in online retailing. 74 percent of the respondents were from Switzerland, and an additional 23 percent were Austrian online retailers.
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 to Corona
A guest article reflects on the long-term impact of the Corona lockdowns on consumer goods distribution, noting that the surge in e-commerce sales will be offset in the long term. The lockdowns have also led to over-distribution in non-food retail, challenging suppliers to differentiate themselves in the competitive landscape.
Artificial intelligence (AI) in e-commerce
The results of the study show that 63 percent 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 expect 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 of the Zurich University of Applied Sciences (ZHAW). It is conducted jointly with the Management Center Innsbruck (MCI).