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2 October 2019

Consumer Sentiment in Retail

Deloitte partnered with BrandsEye to gain more insights into the factors driving consumer sentiment in the retail industry.

Using a unique combination of AI and human intelligence, BrandsEye analysed 1.7 million social media posts about Checkers, Food Lovers Market, Pick n Pay, Shoprite, Spar and Woolworths from July 2018 to June 2019 to gain more insights into the state of SA’s retail sector.

Today’s retailers are confronted by savvy, connected customers who are arguably more engaged than ever before. Social media platforms such as Twitter, Facebook and Instagram have become powerful tools for consumers to engage on virtually all aspects of their lives from relationships, politics, shopping, travelling to any kind of service they may receive The report looks at five key themes:

  1. The price-conscious and value-seeking consumer
  2. Personalisation of customer experience
  3. Convenience driving innovation
  4. The sustainability-seeking consumer
  5. Governance and brand.

Based on the social media sentiment analysis conducted by BrandsEye, Deloitte proposed a number of key interventions for retailers to have more meaningful engagements with their customers and to gear their organisations to become more customer-centric.

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