These two factors most influence social media brand perception

According to a survey of more than 1,000 U.S. consumers from unified customer experience platform Emplifi, more than half of respondents (56%) feel that customer service quality has a large impact on their perception of brands on social media.
When asked to pick one item that drives positive social media brand perceptions the most, respondents rated 24/7 customer service availability (29%) and quick response times (28%) as the top two items.