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2023 South African Township CX Report

The 2023 report captures the spirit of “Creating Emakasi” with township innovators in sectors like food, fashion, and retail actively creating for their communities, leveraging digital connectivity to scale local enterprises. Township creators and entrepreneurs are increasingly using social media to reach broader markets and establish new revenue streams, creating a shift in township economies towards self-sufficiency and local pride.

Findings show a heightened sense of ownership and creativity as township-based businesses gain traction through word-of-mouth and digital platforms. This edition highlights how township consumers, creators, and influencers are reshaping their communities by pushing boundaries and creating sustainable value that resonates locally and beyond.

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Where are township residents spending and earning?

Despite rising food prices, township residents shop strategically, opting for local spaza stores and turning to supermarkets, and e-commerce for larger purchases, showing adaptive spending habits amid economic strain.

shop at spaza shops daily, indicating strong local loyalty​
51%
report selling products/services online
60%
spend over half their income within the township, supporting local businesses​
23%
order food from local businesses online,
29%
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