Here’s what makes Swiss online retail tick

“The customer is king”. If you want to survive in the highly competitive world of online retail, you have to follow this principle. But do the offers from online retailers meet customer needs? Are the services that consumers demand being offered? The Swiss e‑commerce trend indicator and the Swiss online retailer survey 2019 provide information about supply and demand.

CustomersRetailers

Why online?

Independence from opening hours

82%87%

Range of products

65%50%

Value for money

34%46%

Virtual
marketplaces

ricardo.ch

80%25%

Amazon

76%20%

Digitec / Galaxus

67%37%

Zalando

63%4%

tutti.ch

52%8%

eBay

49%5%

anibis.ch

40%5%

Wish

40%0%

Asian marketplaces

35%4%

Services

Free returns

73%28%

Customer service

69%78%

Product reviews

59%53%

Shop certification

59%34%

Payment

Credit card

76%83%

Invoice

75%83%

PostFinance debit card

33%58%

PayPal

30%59%

Advance payment

23%61%

Mobile payments

23%45%

Payment on collection

23%26%

Bitcoins

0%3%

Delivery

Home delivery

95%93%

Free shipping

78%54%

Online consignment tracking

76%48%

Advance notice of consignment receipt

74%34%

Delivery on a preferred date

51%24%

Morning delivery

21%10%

Evening delivery

19%8%

Same-day delivery

14%12%

Customer care

E-mail

86%87%

Contact form

64%67%

Telephone

62%80%

Personal advice

47%61%

Chat

24%20%

Social media

12%46%

Chatbot

8%3%

E-commerce trend indicator

Online retailer survey

Online retail

Graphics (ZIP)

Any questions?

If you have any questions or are looking for an experienced partner for your digital commerce projects, we would be happy to hear from you.