What makes a business one of SA’s Most Loved Locals?

It was clear that good service is one of the cornerstones of a business that turns customers into lasting fans. But what else keeps them coming back with positive reviews? What other things do loyal locals look for? We asked some key questions to find out what South Africans value as the most important aspects of local businesses. Take a look below to learn what they were.

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What keeps you loyal?

“They always have the tastiest breads, biscuits and pies available. I drive from Potchefstroom to get their produce!”

18%

Quality products

40%

Good service

8%

Shopping environment

18%

Quality
products

40%

Good service

8%

Shopping
environment

What puts you off a business?

17%


Poor quality products

37%


Bad service

12%


Unfriendly staff

Insight

Running a business is so much more than chasing profit. Great service means a lot to South Africans, and their interactions with a local business’ people and products have a lasting impact on their overall perception of it.

What makes you recommend a local spot?

Insight

South Africans notice when a business goes above and beyond. If a business goes to greater lengths to serve us, we have a memorable experience and are more likely and willing to spread positive feedback.

17%

Quality products and good service

31%

Good service

20%

Going the extra mile

What seals the deal when it comes to staying loyal?

Good service 29%

Quality products 24%

Friendly and helpful staff 13%

Make me feel like a local 9%

Convenient location 9%

Value for money 9%

Insight

Along with great value and service, an inherent sense of belonging can go a long way. It’s in our nature to be drawn to places that make us feel appreciated and recognised as part of a community.

What more are you looking for in your local businesses?

21%


An app

24%


Loyalty rewards

15%


Going the extra mile

Insight

Fans want to be incentivised for their loyalty and motivated by rewards. And in our digital world where phones are a huge part of our lifestyle, people lean toward businesses that offer the convenience of an app, no matter the size of their most loved local business.

What do you wish businesses would do less of?

28%

Bad service

17%

Keep me waiting

17%

Unfriendly staff

Insight

Communication, professionalism and transparency matters. When juggling various responsibilities on a day-to-day basis, it’s important for South Africans to have their expectations managed around lead times and service delivery.

All the insights, one report

To get a more detailed view of Santam’s Most Loved Local survey, including more quotes, deeper insights and region-based results, take a look at the full report.

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