Reliable service, customer experience, price the main drivers for consumer choice

The 'South Africa Customer Experience (CX) Report 2024' shows that 71% of consumers, even during the cost-of-living-crisis, prioritise a reliable service or product offering that they can depend on and will buy from again, followed by the best price at 63% of respondents. “Price is driving demand in the current cost-of-living crisis, but the research shows that consumers want to be wooed by their favourite brands and made to feel special and, in many cases, they are willing to pay more,” says research company Ovatoyou founding director and report co-author Amanda Reekie.