The 2021 South African Digital Customer Experience Report

Rogerwilco and partners are thrilled to release the 2021 South African Digital Customer Experience Report – our third major annual study.

With social distancing and improved connectivity, South African shoppers are spending more time online, adopting ecommerce, and better defining what they like and don’t. So, how do good customer experiences drive brand loyalty, and how much money is left on the table from bad experiences?

The 2021 South African Digital Customer Experience Report was compiled by Rogerwilco in partnership with market research company ovatoyou and certified customer experience professional Julia Ahlfeldt. We polled 2 000 consumers and pulled feedback from senior marketing practitioners and business leaders to explore online spending behaviour.