--- title: Retail Sentiment Study description: DataEQ analysed 1.7 million social media posts about Checkers, Food Lovers Market, Pick n Pay, Shoprite, Spar and Woolworths --- [Skip to content](https://dataeq.com/resources/reports/deloitte-consumer-insights-retail-sentiment-index/#main-content) [![DataEQ Logo](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png?width=120&height=43&name=DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png)](https://dataeq.com/) - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Data Labels Show submenu for Data Labels - [Sentiment](https://dataeq.com/labels/net-sentiment) - [Topics](https://dataeq.com/labels/topics) - [Finfluencer](https://dataeq.com/labels/finfluencer) - [Conduct](https://dataeq.com/labels/conduct) - [Risk](https://dataeq.com/labels/risk) - [Journey](https://dataeq.com/labels/journey) - [Channels](https://dataeq.com/labels/channels) - [Priority](https://dataeq.com/labels/priority) - [Vulnerability](https://dataeq.com/labels/vulnerability) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - Agentic AI Show submenu for Agentic AI - [AI Agent](https://dataeq.com/agentic-ai-agent) - [AI Agent Assessment](https://dataeq.com/agentic-ai-customer-service-assessment) - [What is DataEQ's AI Agent?](https://dataeq.com/what-is-the-dataeq-ai-agent) - [DataEQ Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Open main navigation Close main navigation - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Data Labels Show submenu for Data Labels - [Sentiment](https://dataeq.com/labels/net-sentiment) - [Topics](https://dataeq.com/labels/topics) - [Finfluencer](https://dataeq.com/labels/finfluencer) - [Conduct](https://dataeq.com/labels/conduct) - [Risk](https://dataeq.com/labels/risk) - [Journey](https://dataeq.com/labels/journey) - [Channels](https://dataeq.com/labels/channels) - [Priority](https://dataeq.com/labels/priority) - [Vulnerability](https://dataeq.com/labels/vulnerability) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - Agentic AI Show submenu for Agentic AI - [AI Agent](https://dataeq.com/agentic-ai-agent) - [AI Agent Assessment](https://dataeq.com/agentic-ai-customer-service-assessment) - [What is DataEQ's AI Agent?](https://dataeq.com/what-is-the-dataeq-ai-agent) - [DataEQ Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Request a demo # Retail Sentiment Study \_\_\_\_\_\_\_\_\_\_\_\_\_\_ #### 2019 ### Deloitte partnered with DataEQ to gain more insights into the factors driving consumer sentiment in the retail industry. The 2019 South African Insurance Sentiment Index assessed consumer sentiment towards nine insurers in 231 177 social media posts from 1 November 2018 to 30 April 2019, with a 95% confidence level and 0.2% margin of error. South African consumers are no strangers to the power of social media in raising complaints, especially when they feel they have been treated unfairly. The implications of this feedback have far-reaching consequences for the entire insurance industry.The 2018 Momentum-Ganas case demonstrated the capacity of public opinion to influence the policies and practices of the entire insurance industry. The notion of fairness is at the heart of the new outcomes-focused market conduct regulations contained in the Conduct of Financial Institutions Bill that is likely to be tabled in Parliament in 2019. Amongst other things, the bill will give legislative effect to the principles-based market conduct approach known as Treating Customers Fairly (TCF) and promotes the fair treatment of customers by financial institutions. TCF requires that organisations go beyond just considering the letter of the law and contractual agreements, and place emphasis on the spirit of an agreement with a consumer. DataEQ mapped conversation to seven fair practice conversation categories: marketing and sales, culture and governance, information and communication, claims, people-related, product-related, third parties and service providers. The categories were developed by combining the FSCA’s six TCF principles with functional business units in FSPs. ![Request a demo](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/25676464/interactive-91269028805.png) --- ###### [View full report library](https://dataeq.com/reports) --- Label your data with confidence and safety ![ISO IEC 270012022 Logo-1](https://dataeq.com/hubfs/ISO%20IEC%20270012022%20Logo-1.png) ![gdpr-logo](https://dataeq.com/hubfs/gdpr-logo.svg) ![popia-logo](https://dataeq.com/hubfs/popia-logo.svg) ![pdpl-logo](https://dataeq.com/hubfs/pdpl-logo.svg) ***About us***   [Our company](https://dataeq.com/about-us) [Contact us](https://dataeq.com/contact-us) ***More info***   [Careers](https://dataeq.com/careers) [News](https://dataeq.com/resources/news) ***Privacy***   [Privacy policy](https://dataeq.com/privacy) [Privacy policy UK](https://dataeq.com/privacy-uk) [Terms & conditions](https://dataeq.com/terms-and-conditions) ***Let's connect***   [contact@dataeq.com](mailto:contact@dataeq.com) ***Login***   [Analyse](https://analyse.dataeq.com/api/login) [Engage](https://engage.dataeq.com/) [![DataEQ\_Logo\_FOR USE ON LIGHT BACKGROUND.png (1)-1](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png?width=100&height=35&name=DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png "DataEQ_Logo_FOR USE ON LIGHT BACKGROUND.png (1)-1")](https://dataeq.com/) Copyright © 2026, DataEQ