South African Retail Sentiment Index 2023

Overview

PwC is delighted to partner with DataEQ on the release of the first Retail Sentiment Index. In the context of pervasive loadshedding, growth in on-demand delivery channels, a stabilisation in returning to in-store shopping and an increased focus on cost-saving measures, this index showcases customer sentiment towards South African retailers.

With retailers driving highly competitive pricing strategies, it is evident that consumers are placing greater expectations on the integration of in-store and online experiences and how enabling technology can be used to drive retail personalisation.

Automation is a key factor to further improve retail efficiency, but consumers still seek human interaction and value customer service related to both physical and digital experiences. The key to this is reimagining and redesigning the service operating model to empower front-line staff with the right skills, visibility and access to integrated technology in order to efficiently and effectively resolve customer queries across multiple channels.

With more consumers becoming willing to share their personal data with retailers, this creates an opportunity for retailers to create more personalised customer experiences. The effective use of personal customer data gives retailers the opportunity to segment their customers and design services, products and processes with the end customer experience in mind.