Almost two-thirds (62 percent) of U.S. millennials (ages 18-34) would likely recommend a brand that has an exceptional social media presence — quick response times, informative, across multiple sites — even if they weren’t initially happy with their product or service, according to a survey by the Harris Poll on behalf of Telus International.
Other key findings:
43 percent of millennials said if a brand they purchase from does not have a social media page to provide feedback on, they would consider purchasing from a different brand that does.
72 percent of millennials said they would be more likely to be loyal to a brand that responds to feedback through social media over a brand that does not (compared with 47 percent of Americans ages 45 and older)
66 percent of millennials said their loyalty towards a brand would be impacted by how quickly they address their feedback through social media.