South Africa Everyday Apps oCX Report
April 2025
Our latest report uncovers key insights, real customer sentiment, and our unique Observational Customer Experience (oCX) score analysis, capturing the voice of mobile users across 40+ South African apps. 📱
What Makes This Report Unique?
Comprehensive Analysis
The report features over 40+ South African apps across finance, communication, delivery, and retail sectors, with more than 210,000 customer reviews analyzed from February 2024 to March 2025.
oCX Score
Our unique oCX score measures customer experience quality without requiring surveys, analyzing open-ended customer comments to reflect ratings on a 0-to-10 scale.
Category Performance
Compare performance across sectors with Retail/E-commerce apps leading (62 oCX), followed by Finance (49), Delivery (28), and Communication & Entertainment apps (27).
What Are the Biggest Challenges for South African Apps?
Problematic App Updates
Updates frequently frustrate users across all categories, with 49% negative sentiment. In August, a major delivery app's problematic update caused a significant drop in oCX scores, highlighting how poor update management can impact user experience.
Ease of Use Issues
App usability remains a consistent pain point, especially in delivery apps (42% negative) and communication apps (36% negative). Even retail apps, the best-performing category, still show 19% negative sentiment regarding ease of use.
Security & Trust Concerns
Security-related reviews are nearly split (42% positive vs. 41% negative), underscoring ongoing trust challenges. Financial apps show inconsistent performance, with top banking apps maintaining scores above 86, while others struggle with negative oCX scores.
South African Apps oCX Leaderboards
| Rank | Logo | Mobile Application | oCX Score |
|---|---|---|---|
| 1 |  |
Absa Bank | 74 |
| 2 |  |
FNB Banking | 60 |
| 3 |  |
Standard Bank | 51 |
| 4 |  |
Bank Zero | 49 |
| 5 |  |
TymeBank | 45 |
| Rank | Logo | Mobile Application | oCX Score |
|---|---|---|---|
| 1 |  |
Takealot | 83 |
| 2 |  |
My Runway | 74 |
| 3 |  |
Superbalist | 67 |
| 4 |  |
bash | 59 |
| 5 |  |
OneDayOnly | 58 |
| Rank | Logo | Mobile Application | oCX Score |
|---|---|---|---|
| 1 |  |
Debonairs Pizza | 71 |
| 2 |  |
Mr D | 69 |
| 3 |  |
Steers South Africa | 65 |
| 4 |  |
Spur Family Club | 60 |
| 5 |  |
Nando's South Africa | 49 |
| Rank | Logo | Mobile Application | oCX Score |
|---|---|---|---|
| 1 |  |
Ayoba | 67 |
| 2 |  |
Moya | 48 |
| 3 |  |
MTN | 48 |
| 4 |  |
VodaPay | 28 |
| 5 |  |
Cell C | 9 |
Key Metrics Across South African App Categories
49
Average oCX Score
62
Average oCX Score
28
Average oCX Score
27
Average oCX Score
65%
Positive Reviews
75%
Positive Reviews
55%
Positive Reviews
52%
Positive Reviews
96%
Positive Sentiment on Product Quality
42%
Negative Sentiment on App Usability
49%
Negative Sentiment on Updates
-4
Lowest oCX Score (October 2024)
What is oCX?
- oCX, or "Observational Customer Experience," measures customer experience quality without surveys, using AI to analyze unsolicited feedback from social media, reviews, and more.
- It predicts how customers would rate their experience on a 0 to 10 scale, providing an NPS-like score that reflects real customer sentiment.
- By turning unstructured feedback into actionable insights, oCX helps businesses understand and improve customer experiences authentically.
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