DataEQ has published its Retailer Sentiment Index for 2024, showing which group shoppers love the most when it comes to pricing and customer service.
Social media analytics company DataEQ has published its Retailer Sentiment Index for South Africa, which tracks and measures how consumers feel about the country’s biggest retail brands.
Shoprite ranks as the second-best retailer in the country, having gained 6.2 percentage points on the Index. In 2022/23, Food Lover’s Market was ranked second, but the group was not tracked in the in 2023/24 list. Breaking the index into categories, Woolworths remained the top-ranked retailer when it came operational sentiment as well as reputational sentiment .
All retailers had negative Net Sentiment towards customer service, with issues around turnaround time and staff conduct emerging as the biggest complaint drivers.delivery app. With the shift to deliveries in South Africa, apps like Checekrs Sixty60, ASAP!, SPAR2U and Woolies Dash have become key indicators of sentiment.
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