The South African Customer Satisfaction Index (SAcsi) has released its 2016 results showing which South African brands have the best overall quality, meet customer expectations and have the highest perceived value.
South African customers of household goods and services were slightly more satisfied between 2015 and 2016 than in previous years across a number of industries, according to the index.
Overall, the country received a customer satisfaction score of 76 out of 100 – a statistically significant recovery from the initial decline between 2013 and 2014.
The top five brands for 2015/16 include mostly brands from the restaurant industry, SAcsi said.
Wimpy (83.6) is the top SAcsi scoring brand for 2015/16 with Nando’s (83.0) and Chicken Licken (83.0) a close second. KFC (82.9) and Apple (82.7) round off the top five.
Wimpy, Chicken Licken, Mugg & Bean and MTN recorded the biggest improvement over the past 12 months last year, SAcsi said.
The brands which showed the biggest drop in customer satisfaction levels included Pick n Pay, Caltex, Checkers and Momentum Health, it said.
The 2015/16 national customer satisfaction index consolidates the results of research covering 21 industries and 118 brands measured during 2015 via a total sample of 51,000 respondents.
The most improved industries since 2013 are:
- Restaurants (increased by 6.7 index points),
- Wireless internet (+4.7 index points) and
- Mobile handsets (+3.9 index points).
The industries reporting the sharpest decline are:
- Supermarkets (declined by 4 index points), life insurance (-2.8 index points) and
- Fuel stations (-2.4 index points).
Industries which are reporting stable customer satisfaction scores are:
- Retail banks,
- Cellular service providers and
- Fixed line internet providers.