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SWISS ONLINE RETAILERSURVEY 2019

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A STUDY CONDUCTED BY THEZHAW INSTITUTE FOR MARKETING MANAGEMENT AND SWISS POST.

3© 2019 Post CH AG | Swiss online retailer survey 2019

WHAT DOES SWISS DIGITAL COMMERCE LOOK LIKE FROM THE RETAILER'SPERSPECTIVE?

This is the question addressed by the ZHAW study realized in conjunctionwith Swiss Post.

Data was collected from February to May 2019 in a quantitative online survey. Of 3,326 online retailers, 279 completed the survey, giving a completion rate of 8%.

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SAMPLE STRUCTURE

© 2019 Post CH AG | Swiss online retailer survey 2019

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HOW MANY EMPLOYEES (FULL-TIME EQUIVALENTS) WORK FOR YOUR ONLINE SHOP(INCL. MARKETING, LOGISTICS, IT)?

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WHERE DO YOU MAINLY SEND YOUR PRODUCTS?

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WHAT BARRIERS ARE PREVENTING YOU FROM EXPORTING MORE ABROAD? 1/2

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WHAT BARRIERS ARE PREVENTING YOU FROM EXPORTING MORE ABROAD? 2/2

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WHAT SALES CHANNELS DO YOU USE?

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WHAT IS THE ORIGIN OF YOUR CURRENT COMPANY?

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WHY DOES YOUR COMPANY OPERATE AN ONLINE SHOP?

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WHY DOES YOUR COMPANY OPERATE AN ONLINE SHOP?

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DOES YOUR COMPANY SELL ON VIRTUAL MARKETPLACES OR OTHER PLATFORMS?

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WHICH VIRTUAL MARKETPLACES AND PLATFORMS DO YOU USE FOR SELLING ORPLAN TO USE FOR SELLING?

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DO FOREIGN MARKETPLACES MAKE IT EASIER FOR YOUR COMPANY TO ENTER THEFOREIGN MARKET?

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WHAT ARE THE REASONS YOU SELL ON VIRTUAL MARKETPLACES AND PLATFORMS?

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WHAT ARE THE REASONS YOU DO NOT SELL ON VIRTUAL MARKETPLACESAND PLATFORMS?

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DOES YOUR COMPANY SEE AMAZON AS A COMPETITOR?

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IS YOUR COMPANY PREPARED FOR AMAZON'S ENTRY TO THE MARKET?

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WHAT TOOLS DO YOU USE TO INCREASE SALES?

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IN WHICH SHOPPING DAYS IS YOUR COMPANY INVOLVED?

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WHAT PAYMENT METHODS DOES YOUR ONLINE SHOP OFFER?

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WHAT DELIVERY OPTIONS DO YOU OFFER ON YOUR ONLINE SHOP?

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WHAT ADDITIONAL DELIVERY OPTIONS DO YOU OFFER ON YOUR ONLINE SHOP?

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HOW HIGH IS THE PERCENTAGE OF RETURNS FOR YOUR ONLINE SHOP?

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HOW OFTEN ARE THE FOLLOWING COMMUNICATION CHANNELS USEDBY YOUR CUSTOMERS?

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HOW RELEVANT ARE THE FOLLOWING MARKETING TOOLSFOR YOUR ONLINE SHOP? 1/2

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HOW RELEVANT ARE THE FOLLOWING MARKETING TOOLSFOR YOUR ONLINE SHOP? 2/2

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WHAT ONLINE SHOP SYSTEM DO YOU USE?

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IN WHICH AREAS DO YOU CURRENTLY SEE THE GREATEST CHALLENGES?

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WHAT WAS THE REVENUE FROM YOUR ONLINE SHOP IN 2018?

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HOW MANY ORDERS DID YOUR ONLINE SHOP RECEIVE IN 2018?

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HOW HIGH IS THE AVERAGE CONVERSION RATE OF YOUR ONLINE SHOP?

© 2019 Post CH AG | Swiss online retailer survey 2019

The aim of the study is to gather and analyse the views of online retailers and their assessmentof digital commerce. A quantitative empirical study was chosen as the research approach. In order toreach the largest possible number of potential study participants, the survey link was distributed in a targeted manner across Swiss digital commerce networks.

The survey contained 33 closed questions relating to the following themed sections: sales regionsand saleschannels, reasons for online retail and features, virtual marketplaces, payment methods / delivery options and returns, communication channels and marketing tools, online shop systems / revenue / orders and conversion rate.

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STUDY DESIGN

© 2019 Post CH AG | Swiss online retailer survey 2019

ZHAW School of Management and Law Institute of Marketing Management

The Institute for Marketing Management (IMM) at ZHAW covers the entire spectrum of modern marketing – consultancy, research anddevelopment, teaching and further training. The IMM works with large companies, SMEs andprivate individuals, as well as with partner collegeson a national and international level.

More information at:www.zhaw.ch/de/sml/institute-zentren/imm/

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PARTNER

Swiss Post

Swiss Post guides companies through digital retail. As partner to the Institute for Marketing Management (IMM) at ZHAW, it actively supportsthem with the changes in digital business, as wellas the transfer and generation of knowledge.

More information at:www.swisspost.ch/digital-commerce

© 2019 Post CH AG | Swiss online retailer survey 2019

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CONTACT

© 2019 Post CH AG | Swiss online retailer survey 2019

ZHAW School of Management and LawInstitut für Marketing Management

Dr. Darius ZumsteinStadthausstrasse 148400 Winterthur

darius.zumstein@zhaw.chwww.zhaw.ch

Post CH LtdPostLogistics Competence Center Digital CommerceWankdorfallee 43030 Berne

digital-commerce@swisspost.chwww.swisspost.ch/digital-commerce