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Your inside look at the 2026 South African Customer Experience Report

The 2026 report – the 8th edition of this annual publication – combines the perspectives of 2 000 consumers and more than 50 business executives to provide a vital pulse-check on the relationship between local brands and the people they serve. 

Download the latest edition to access exclusive insights.

I give a negative score that matches how I feel.
51%
I give a neutral score, even if I’m unhappy.
25%
I Ignore the survey
15%
I usually give a higher score than the experience deserved.
10%
Other
1%
When you receive a survey after having had a poor experience, what do you generally do?
Question:
The 2026 South African Customer Experience Report

The eighth South African Customer Experience Report analyses the views of 2 000 consumers and more...

The 2025 South African Customer Experience Report

2025 key takeout: the best experiences have tech and people.

The 2024 South African Digital CX Report

2024 Key takeout: Customer experiences are being homogenised

The 2023 South African Digital CX Report

2023 Key takeout: Consumers feel good enough is good enough

The 2022 South African Digital CX Report

2022 Key takeout: Online contributes R294bn to physical retail spend

The 2021 South African Digital CX Report

2021 Key takeout: etailers are leaving R30bn on the table

The 2020 South African Digital CX Report

2020 Key takeout: Brands ignore customer retention in favour of acquisition.

The 2019 South African Digital CX Report

2019 Key takeout: Consumers benchmark experience against best global not best local

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