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 2018 provide information about supply and demand.

CustomersRetailers

Why online?

Independence from opening hours

82%85%

Range of products

66%46%

Value for money

36%37%

Virtual
marketplaces

ricardo.ch

82%25%

Amazon

77%24%

Zalando

65%2%

Galaxus

63%33%

eBay

54%7%

tutti.ch

52%8%

anibis.ch

40%3%

Asian marketplaces

33%4%

Kaloka

8%4%

Services

Free returns

77%25%

Customer service

70%71%

Product reviews

60%51%

Shop certification

58%38%

Payment

Invoice

77%81%

Credit card

73%76%

PostFinance debit card

35%58%

PayPal

32%61%

Advance payment

21%63%

Payment on collection

21%29%

Mobile payments

13%27%

Bitcoins

0%1%

Delivery

Home delivery

95%93%

Free shipping

80%51%

Advance notice of consignment receipt

75%33%

Online consignment tracking

74%48%

Delivery on a preferred date

52%24%

Same-day delivery

15%9%

Customer care

E-mail

87%80%

Contact form

66%62%

Telephone

64%76%

Personal advice

51%58%

Chat

24%21%

Social media

12%46%

E-commerce trend indicator (PDF)Online retailer survey (PDF)Online retail (PDF)Download graphics (ZIP)

Any questions?

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