South African Insurance Sentiment Index
2023
Key metrics
16.1%
Industry Net Sentiment
73.3%
Top performer: MiWay
43.8%
Highest reputational: Momentum
For the third consecutive year, DataEQ has partnered with PwC to benchmark consumer sentiment on social media amongst 15 of South Africa’s major insurers
This year’s index tracked over 530,000 public non-enterprise posts across Twitter, Hellopeter and other online sources for the period of 1 April 2022 – 31 March 2023.
The insurance industry has set the benchmark for Net Sentiment with a ranking of 16.1%, outperforming banking (9.4%), retail (3.3%), and telecommunications (-14.0%), making it SA’s most liked industry. An increase in Hellopeter compliments along with educational campaigns and clever use of social media drove positive sentiment in some insurers.
Insurance takes over as South Africa's most loved industry according to consumers
16.1%
Net Sentiment
Report includes:
- Net Sentiment performance (overall, reputational and operational)
- Customer experience
- Response rates
- Reputation and risk management
For more information on what factors are driving customer experience & service towards SA's leading insurers – download the full report