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2022 South African Township CX Report

In 2022, the report finds that “local is premium” for township consumers, with a marked preference for homegrown brands over international options. This year also sees the rapid growth of township-based food and grocery delivery services, transforming the convenience and accessibility of essential goods.

Township residents continue to lean on trusted local brands that resonate with their values, emphasising affordability and community impact. Brands are advised to focus on authenticity and connection, recognising that township consumers view local brands as reflections of their own experiences and aspirations.

This edition provides insights into evolving consumer expectations, including value-driven purchasing and the desire for more accessible e-commerce solutions within township settings.
 

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Is connectivity powering local spending?

Cheaper data and increased fibre availability have fueled local online spending, with township residents turning to e-commerce platforms to buy from local businesses.
 

now make online purchases, up from 28% in previous years, showing a significant rise in digital shopping
70%
WiFi at home, enhancing online shopping and community connectivity
48%
buy R15–R29 data bundles monthly to manage costs​
60%
prefer ordering from small, independent food outlets
29%
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