89% agree that brands should engage their customers on Twitter

Recently Peter Sorgenfrei and Warren Sukernek conducted a survey on Twitter regarding users’ perception of brands on Twitter – 240 people with 6 questions regarding interacting with brands. The survey and results are below. A couple of key insights:
  • Not surprisingly, most users (89%) agree that brands should engage theircustomers on Twitter.The majority also have a better impression of brands that use Twitter for customer service (81%).
  • Proper usage of Twitter however, is paramount as almost 90% of users would frown upon poor or inappropriate brand use of Twitter.
  • The power of a relationship is extremely strong on Twitter. 60% of respondents would recommend a company based on their presence on Twitter and 80% of Twitter users will reward those brands they have key relationships by being more willing to purchase from them.
  • Influencers: More than 60% of respondents have 100+ followers and almost 50% of respondents have posted more than 1000 Tweets since they signed up for the service.
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