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SWISS ONLINE RETAIL 2018
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“The customer is king”. If you want to survive in the highly competitive world of online retail, youhave to follow this principle. But do the offers from online retailers meet customer needs? Are theservices that consumers demand being offered?
The Swiss e-commerce trend indicator and the Swiss online retailer survey 2018 provide informationabout supply and demand.
SWISS ONLINE RETAIL 2018
3© 2018 Post CH Ltd | Swiss online retail 2018
ONLINE RETAIL
4© 2018 Post CH Ltd | Swiss online retail 2018
VIRTUAL MARKETPLACES
5© 2018 Post CH Ltd | Swiss online retail 2018
SERVICES
6© 2018 Post CH Ltd | Swiss online retail 2018
PAYMENT
7© 2018 Post CH Ltd | Swiss online retail 2018
DELIVERY
8© 2018 Post CH Ltd | Swiss online retail 2018
CUSTOMER CARE
9© 2018 Post CH Ltd | Swiss online retail 2018
Swiss e-commerce trend indicator 2018
The B2C study was carried out in partnership with the Institute for Digital Business at the University ofApplied Sciences in Business Administration Zurich (HWZ) and Swiss Post.
The aim of the study is to record and analyse the trends and habits of customers in the Swiss e-commerce market. A quantitative empirical study was chosen as the research approach, and the surveywas conducted by means of an online questionnaire in June 2018. After cleaning the data, the sample comprised 12,508 participants.
All the results of this study can be found at: www.swisspost.ch/e-commerce/studies
STUDY DESIGN
The results are based on the results of the e-commerce trend indicator and theSwiss online retailer survey.
10© 2018 Post CH Ltd | Swiss online retail 2018
Swiss online retailer survey 2018
The B2B study was carried out in partnership with the Institute of Communication and Marketing IKM at the Lucerne University of Applied Sciences and Arts, the University of Applied Sciences and Arts Northwestern Switzerland and Swiss Post.
The aim of the study is to gather and analyse the views of online retailers and their assessment of digital commerce. A quantitative empirical study was chosen as the research approach. The online survey was carried out in mid-2018. More than 360 online shops participated in the survey.
All the results of this study can be found at: www.swisspost.ch/e-commerce/studies
STUDY DESIGN
© 2018 Post CH Ltd | Swiss online retail 2018
PARTNERS
The University of Applied Sciences in Business Administration Zurich (HWZ) is a member of theZurich University of Applied Sciences (ZFH). Withapproximately 2,200 students and 500 lecturers, the HWZ is Switzerland’s largest University ofApplied Sciences that exclusively offers part-time programmes in the field of economics. It offers a wide range of part-time study programmes at bachelor and master level as well as a PhD option.
More information at: www.fh-hwz.chwww.facebook.com/fhhwzwww.twitter.com/fhhwz
The Institute for Digital Business at the HWZ isa point of contact for application-oriented digital knowledge. It conducts research projects, offerscourses, supports SMEs through advisory andproject services and provides knowledge on digital topics free of charge. The institute is headed byManuel P. Nappo. The e-commerce trend indicatoris methodically conducted and supported by theHWZ Institute for Strategic Management: Stakeholder View.
More information at: www.fh-hwz.ch/idbwww.hwzdigital.ch
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12© 2018 Post CH Ltd | Swiss online retail 2018
PARTNERS
Lucerne University of Applied Sciencesand Arts HSLU
The Institute of Communication and Marketing IKM at the Lucerne University of Applied Sciencesand Arts – School of Business is the competencecenter for integrated communications andmarketing management.
More information at: https://www.hslu.ch/en/lucerne-school-of-business/institute/ikm/portrait
University of Applied Sciences and Arts Northwestern Switzerland FHNW
The Institute for Information Systems at theUniversity of Applied Sciences and Arts Northwestern Switzerland actively shapes digital transformation and supports society and itsresearch and practice partners in managing futurechallenges.
More information at: https://www.fhnw.ch/en/about-fhnw/schools/business/iwi
13© 2018 Post CH Ltd | Swiss online retail 2018
PARTNERS
Swiss Post
Swiss Post is a full service provider of digital commerce services. As a partner of theUniversity of Applied Sciences in Business Administration Zurich (HWZ), the Institute ofCommunication and Marketing IKM at the Lucerne University of Applied Sciences and Arts (HSLU) and the Institute for Information Systems at the University of Applied Sciences andArts Northwestern Switzerland (FHNW), Swiss Post actively supports change in digital business, as well as knowledge transfer and generation.
More information at: www.swisspost.ch/e-commerce
14© 2018 Post CH Ltd | Swiss online retail 2018
CONTACT
Post CH Ltd PostLogisticsCompetence Center Digital CommerceWankdorfallee 43030 Berne
[email protected]/e-commerce
University of Applied Sciencesin Business Administration Zurich (HWZ)Institute for Digital Business Manuel P. NappoLagerstrasse 58021 Zurich
University of Applied Sciences in Business Administration Zurich (HWZ)Institute for Strategic Management: Stakeholder View Lagerstrasse 58021 Zurich
www.fh-hwz.ch/ism
Lucerne University of Applied Sciencesand Arts HSLUEconomyInstitute of Communication and Marketing IKMDr Darius Zumstein (contact person)Dr Brigitte GasserZentralstrasse 96002 Lucerne
University of Applied Sciences and Arts Northwestern Switzerland FHNWSchool of BusinessInstitute for Information SystemsProf. Dr Uwe LeimstollPeter Merian-Strasse 864052 Basel
[email protected] www.fhnw.ch
