The 13 biggest shopping malls in South Africa ranked – with the top 2 still untouchable

The Urban Studies Shopper Index (USSI) shows that the V&A Waterfront in Cape Town has been ranked as the best mall in South Africa.

The USSI is a quarterly publication that ranks the super-regional shopping centres in South Africa based on Google Review ratings.

“Shoppers are increasingly turning to online reviews to guide their shopping choices in today’s fast-paced retail environment,” said USSI.

“By focusing on the consumer’s voice, the USSI provides insights and tracking of performance and service levels over time for retailers, property managers, and investors. The index is calculated on a rating out of five.”

The USSI is based on a consumer analytics tool that aggregates Google Review ratings for shopping centres with a Google Page. Each centre is evaluated based on the average rating and the number of reviews received.

Moreover, traditional measurements for evaluating shopping centres, such as foot traffic and sales figures, may overlook the qualitative aspects of the shopping experience, with the USSI filling in the gap by incorporating direct customer feedback.

Overall, the index has shown marginal growth from 4.54 in Q1 to 4.55 in Q2.

The index has gradually improved over time, rising from an initial rating of 4.34 in Q1 2019 to 4.55 by Q2.

When looking at South Africa’s 13 super-regional malls, the V&A Waterfront came out top, with a score of 4.77.

Sandton City came in second place, with a score of 4,68, followed closely by Eastgate’s 4.66.

“Sandton City and Victoria Wharf Shopping Centre consistently remain at the top end of the index,
showcasing their ability to maintain high customer satisfaction,” said Urban Studies.

South Africa’s most popular mall in terms of mall visits is Mall of Africa, with a score of 4.62.

“Mall of Africa also shows a strong upward trend, indicating improvements in customer experience.”

It added that South Africa’s largest mall, Fourways Mall and Cresta Shopping Centre, have notable dips and rises, suggesting variability in customer experiences.

East Rand Mall and Westgate Shopping Centre also tend to stay on the lower end of the ratings, suggesting areas for potential improvement.

Spotlight on The Pavilion Shopping Centre

Notably, the Pavilion Shopping Centre climbed the index from number 12 to number 6, improving by 5.7% from 4.37 in Q1 2024 to 4.59 in Q2 2024.

There are several key reasons for the improvement at the Pavilion Shopping Centre, such as many reviews highlighting the variety of shops and restaurants available, making it a one-stop destination.

“This convenience was frequently mentioned as a positive aspect. These are characteristics of a true super-regional mall,” said Urban Studies.

“Shoppers appreciated the renovations, new shops, and the overall improved shopping experience. The excitement about these upgrades contributed to a better perception.”

“Positive mentions of the mall’s cleanliness, safety, and pleasant atmosphere increased in Q2, indicating improvements in maintenance and security.”

There were also positive reviews of the friendliness and helpfulness of staff, enhancing the overall shopping experience.

However, there were still negative reviews about the security and maintenance issues, especially air conditioning and escalators.

That said, the frequency of positive reviews and the variety of aspects appreciated by the shoppers outweighed the negative aspects in Q2 compared to Q1.

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