The indifferent consumer: expectations are falling
A recent study shows a troubling trend: many South African consumers find merely good service to be good enough
13 July 2023 - 05:00
An air of resignation and lowered expectation hangs over South Africa’s customer service industry, according to the fifth annual edition of the South African Customer Experience Report, out this week.
The study, produced by digital agency Rogerwilco, market research company Ovatoyou and Julia Ahlfeldt CX Consulting in partnership, is based on insights from 2,000 South African consumers, juxtaposed with a separate survey of business executives...
Would you like to comment on this article?
Sign up (it's quick and free) or sign in now.
Please read our Comment Policy before commenting.
This article is free to read if you sign up or sign in.
If you have already registered or subscribed, please sign in to continue.
Questions or problems? Email helpdesk@businesslive.co.za or call 0860 52 52 00.