The Social Pulse: A consumer survey

The state of consumer-brand social engagement in 2025

We surveyed nearly 1,000 social media users in the U.S. to uncover what drives real engagement. Are brands meeting consumer expectations, or is there a disconnect? This exclusive report reveals key trends, behaviors, and insights in 2025 to help you refine your social strategy and build stronger relationships with your audience.

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Key takeaways

How to meet customers where they are

Your social strategy must align with how your audience actually interacts with brands online. This report delivers data-driven insights and strategies to help:

Understand what consumers expect from brands on social

Consumers don’t follow brands just because they exist. They follow them because they offer something valuable. Whether it’s exclusive deals, engaging content, or real connections, brands that get this right earn loyalty.

Identify what makes them engage, buy, and stay loyal

About half of frequent social media users have made a purchase via social media in the past 90 days, showing that your most engaged followers are pretty likely to also be your most engaged followers.

Optimize your content, engagement, and customer service for real impact

Consider testing live video and giveaways (which can often be combined) and see how your audience responds. Consumers care the most about content that is informative and honest.

Survey Results

What does the survey reveal?

Trust is paramount. Consumers want brands to be genuine, responsive, and engaged. That trust isn’t built through marketing campaigns alone – It’s shaped by how brands interact with users, respond to feedback, and make customer service seamless.

60%

of consumers made a social purchase due to a discount or promotion

32%

of consumers expect a direct message response within one hour

46%

of consumer leave brands after two bad experiences

Ready to fuel your teams with A-CX?

Discover what Emplifi can do for you. We turn small teams into large ones, and large teams into well oiled machines, but either way, we offer the rocket ship, you just need to jump on.

What can you expect?

A live walkthrough of Emplifi Fuel tailored to your specific social marketing, commerce, and care needs
A benchmark of how your brand performs against peers in your industry
A partner who understands your business, and 22,000 others
A concrete action plan to go from disjointed teams to A-CX

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