South African Retail Sentiment Index
2024
Key metrics
8.8%
Industry Net Sentiment
19.5%
Top performer in overall Net Sentiment:
Woolworths
-33.9%
Top performer in customer service: Checkers
DataEQ has published its second South African Retail Sentiment Index, which analyses consumer sentiment on social media towards the country’s major grocery retailers.
The Index tracked over one and a half million public social media posts about Woolworths, Shoprite, Checkers, SPAR, Pick n Pay, and for the period 1 January to 31 December 2023.
The industry achieved a positive average Net Sentiment score, 8.8%, a 5.3pp increase from the previous year, with Woolworths once again coming out top as SA's most loved retailer according to consumer sentiment.
Woolworths topped the Net Sentiment ranking,
10.7pp
ahead of the industry average.
Report includes:
- Net Sentiment performance (overall, reputational and operational)
- Root cause analysis of praise and complaints
- Pricing, customer service and product offering
- Risk and reputation
- Delivery service
- Environmental, social and governance (ESG) influence
Get the full report for more info on what factors are driving customer praise and complaints towards SA's leading grocery retailers