In South Africa’s highly competitive market, businesses must meet customer expectations to survive and grow. But how does your favourite brand really fare when it comes to delivering on promises to consumers of their products or services? The South African Customer Satisfaction Index (SAcsi) compared customer satisfaction in 2015 across industries and brands in their annual report, identifying the best (and the worst) in local customer satisfaction.
SAcsi’s research evaluated 21 industries and 118 brands via a sample of 51 000 respondents. In 2015, South African consumers were slightly more satisfied across a number of industries than in previous years. South Africa attained a favourable customer satisfaction score of 76 out of 100 index points.
According to SAcsi founder Adrè Schreuder, this trend towards increased customer satisfaction indicates that local companies are responding to economic pressures by providing either greater value for money or products and services of higher quality.
The top five brands for 2015 customer satisfaction primarily feature restaurant brands:
- Wimpy (83.6)
2. Nando’s (83.0)
3. Chicken Licken (83.0)
4. KFC (82.9)
5. Apple (82.7)
Wimpy, Chicken Licken, Mugg & Bean and MTN boast the biggest improvement in customer satisfaction levels in 2015. The most improvement in customer satisfaction was experienced within the restaurant industry, as well as from wireless internet and mobile handset providers.
Pick n Pay, Caltex, Checkers and Momentum Health experienced the biggest drop in customer satisfaction levels, offering insight into areas of opportunity for these brands and industries to grow.
Click here to read more about the SAcsi 2015 results.