Online retail trends
Focus on returns
Returns are a key element of online retail. How do Swiss online retailers manage returns? How can these be avoided? How do consumers behave? The online retailer study and the e-commerce trend indicator provide a comprehensive insight into returns management in Swiss e-commerce.
Online Retailer Study 2022 Returns in Swiss e-commerce
Where are the opportunities and potentials in returns management? What avoidance measures and recommendations for action are suggested as regards sustainability?
A comprehensive insight into returns management in Swiss e-commerce:
- Study results (including returns options and conditions, use of returns data, avoidance measures, recycling of returns, customer communications, success measurement, etc.)
- Expert opinions
- Guest posts
- Recommendations for action
The online retailer study was carried out by Swiss Post and the Institute for Communication and Marketing (IKM) at the Lucerne University of Applied Sciences and Arts. The results are rounded off with useful insights from experts and recommendations for action.
E-commerce trend indicator 2022 customer survey
What are the trends and habits in Swiss online retail? Why are goods returned and which returns options do consumers want?
The following themes along the e-commerce value chain have been surveyed:
- Marketing and ordering
- Virtual marketplaces
- Logistics and sustainability
- Returns and customer service
The B2C study was carried out by Swiss Post and the University of Applied Sciences in Business Administration Zurich (HWZ).