Good customer service, transparency, and audience engagement 
are key drivers of how customers rate a brand’s social media activity

Good customer service, transparency, and audience engagement are key drivers of how customers rate a brand’s social media activity

freddie.benjaminDigital Customer Insights

Data Highlights

  • The quality of customer service on availbale is the top driver of brand perception on social media amongst 47% of customers.

  • More than 2 in 5 (44%) customers rate a brand on social media based on hwo transparent they are while 46% rate brands based on how well they engage with audiences.

  • A third of customers say having a distinct personality on social media influences how they perceive a brand, while just under 2 in 5 (39%) claim memorable content plays a role in their perception of a brand on social media.