This survey shows the customers' opinion on social media's effectiveness for customer service in the United States and worldwide in 2017. During the survey, ** percent of respondents from the United States stated that they believe social media is an effective channel for customer service.

This statistic shows the results of a survey question on which social media are used by profit and non-profit organizations for customer services in the Netherlands in 2018. The respondents indicated that Facebook and Twitter were the most popular channels for digital human-to-human communication. Instagram, LinkedIn and WhatsApp were other ways used to communicate with customers.

As of 2018, roughly 90 percent of Millennials in the Netherlands indicated they actively make use of WhatsApp. WhatsApp and Facebook remain the two most popular online social platforms in the Netherlands, with more than *** million users each.

The statistic shows the preferred social media platforms of U.S. consumers to interact with a company's customer service team in 2015, by generation. During the survey, ** percent of Millennials cited Facebook as a preferred social media platform to contact a company's customer service team.

In 2024, more than ** percent of global consumers belonging to Generation Z used social media for customer service proposes, while ** percent of Millennials did the same. Moreover, *** out of five Boomers participated in live shopping events on social media platforms.

As of 2021, most organizations in the United States declared to use social media channels in customer experience (CX) for general social engagement and brand promotion. Moreover, roughly ** percent of respondents used social media for customer service.

During a 2024 survey among marketers worldwide, around 86 percent reported using Facebook for marketing purposes. Instagram and LinkedIn followed, respectively mentioned by 79 and 65 percent of the respondents.

              The global social media marketing segment

              According to the same study, 59 percent of responding marketers intended to increase their organic use of YouTube for marketing purposes throughout that year. LinkedIn and Instagram followed with similar shares, rounding up the top three social media platforms attracting a planned growth in organic use among global marketers in 2024. Their main driver is increasing brand exposure and traffic, which led the ranking of benefits of social media marketing worldwide.

              Social media for B2B marketing

              Social media platform adoption rates among business-to-consumer (B2C) and business-to-business (B2B) marketers vary according to each subsegment's focus. While B2C professionals prioritize Facebook and Instagram – both run by Meta, Inc. – due to their popularity among online audiences, B2B marketers concentrate their endeavors on Microsoft-owned LinkedIn due to its goal to connect people and companies in a corporate context.

Social media companies are starting to offer users the option to subscribe to their platforms in exchange for monthly fees. Until recently, social media has been predominantly free to use, with tech companies relying on advertising as their main revenue generator. However, advertising revenues have been dropping following the COVID-induced boom. As of July 2023, Meta Verified is the most costly of the subscription services, setting users back almost 15 U.S. dollars per month on iOS or Android. Twitter Blue costs between eight and 11 U.S. dollars per month and ensures users will receive the blue check mark, and have the ability to edit tweets and have NFT profile pictures. Snapchat+, drawing in four million users as of the second quarter of 2023, boasts a Story re-watch function, custom app icons, and a Snapchat+ badge.

How much time do people spend on social media?

              As of 2024, the average daily social media usage of internet users worldwide amounted to 143 minutes per day, down from 151 minutes in the previous year. Currently, the country with the most time spent on social media per day is Brazil, with online users spending an average of three hours and 49 minutes on social media each day. In comparison, the daily time spent with social media in
              the U.S. was just two hours and 16 minutes. Global social media usageCurrently, the global social network penetration rate is 62.3 percent. Northern Europe had an 81.7 percent social media penetration rate, topping the ranking of global social media usage by region. Eastern and Middle Africa closed the ranking with 10.1 and 9.6 percent usage reach, respectively.
              People access social media for a variety of reasons. Users like to find funny or entertaining content and enjoy sharing photos and videos with friends, but mainly use social media to stay in touch with current events friends. Global impact of social mediaSocial media has a wide-reaching and significant impact on not only online activities but also offline behavior and life in general.
              During a global online user survey in February 2019, a significant share of respondents stated that social media had increased their access to information, ease of communication, and freedom of expression. On the flip side, respondents also felt that social media had worsened their personal privacy, increased a polarization in politics and heightened everyday distractions.

The statistic shows the share of U.S. consumers who would interact with customer service using social media in 2015, by generation. During the survey, ** percent of Millennials stated that they would use social media to interact with a customer service team.

This statistic shows the share of customers in the U.S. and worldwide by if they have a more favorable view of brands that respond to customer service questions or complaints on social media in 2018. During the survey, 47 percent of respondents from the United States indicated that they have a more favorable view of brands that respond to customer service questions or complaints on social media.

During a 2024 survey among marketers worldwide, approximately 83 percent selected increased exposure as a benefit of social media marketing. Increased traffic followed, mentioned by 73 percent of the respondents, while 65 percent cited generated leads.

              The multibillion-dollar social media ad industry

              Between 2019 – the last year before the pandemic – and 2024, global social media advertising spending skyrocketed by 140 percent, surpassing an estimated 230 billion U.S. dollars in the latter year. That figure was forecast to increase by nearly 50 percent by the end of the decade, exceeding 345 billion dollars in 2029. As of 2024, the social media networks with the most monthly active users were Facebook, with over three billion, and YouTube, with more than 2.5 billion.

              Pros and cons of GenAI for social media marketing

              According to another 2024 survey, generative artificial intelligence's (GenAI) leading benefits for social media marketing according to professionals worldwide included increased efficiency and easier idea generation. The third place was a tie between increased content production and enhanced creativity. All those advantages were cited by between 33 and 38 percent of the interviewees. As for GenAI's top challenges for global social media marketing,
              maintaining authenticity and the value of human creativity ranked first, mentioned by 43 and 40 percent of the respondents, respectively. Another 35 percent deemed ensuring the content resonates as an obstacle.

During a January 2024 global survey among marketers, nearly 60 percent reported plans to increase their organic use of YouTube for marketing purposes in the following 12 months. LinkedIn and Instagram followed, respectively mentioned by 57 and 56 percent of the respondents intending to use them more. According to the same survey, Facebook was the most important social media platform for marketers worldwide.

A global survey conducted in the third quarter of 2024 found that the main reason for using social media was to keep in touch with friends and family, with over 50.8 percent of social media users saying this was their main reason for using online networks. Overall, 39 percent of social media users said that filling spare time was their main reason for using social media platforms, whilst 34.5 percent of respondents said they used it to read news stories. Less than one in five users were on social platforms for the reason of following celebrities and influencers.

              The most popular social network

              Facebook dominates the social media landscape. The world's most popular social media platform turned 20 in February 2024, and it continues to lead the way in terms of user numbers. As of February 2025, the social network had over three billion global users. YouTube, Instagram, and WhatsApp follow, but none of these well-known brands can surpass Facebook’s audience size.
              Moreover, as of the final quarter of 2023, there were almost four billion Meta product users.

              Ever-evolving social media usage

              The utilization of social media remains largely gratuitous; however, companies have been encouraging users to become paid subscribers to reduce dependence on advertising profits. Meta Verified entices users by offering a blue verification badge and proactive account protection, among other things. X (formerly Twitter), Snapchat, and Reddit also offer users the chance to upgrade their social media accounts for a monthly free.

During a 2024 survey, 77 percent of respondents from Nigeria stated that they used social media as a source of news. In comparison, just 23 percent of Japanese respondents said the same. Large portions of social media users around the world admit that they do not trust social platforms either as media sources or as a way to get news, and yet they continue to access such networks on a daily basis.

              Social media: trust and consumption

              Despite the majority of adults surveyed in each country reporting that they used social networks to keep up to date with news and current affairs, a 2018 study showed that social media is the least trusted news source in the world. Less than 35 percent of adults in Europe considered social networks to be trustworthy in this respect, yet more than 50 percent of adults in Portugal, Poland, Romania, Hungary, Bulgaria, Slovakia and Croatia said that they got their news on social media.

              What is clear is that we live in an era where social media is such an enormous part of daily life that consumers will still use it in spite of their doubts or reservations. Concerns about fake news and propaganda on social media have not stopped billions of users accessing their favorite networks on a daily basis.
              Most Millennials in the United States use social media for news every day, and younger consumers in European countries are much more likely to use social networks for national political news than their older peers.
              Like it or not, reading news on social is fast becoming the norm for younger generations, and this form of news consumption will likely increase further regardless of whether consumers fully trust their chosen network or not.

In 2023, Meta Platforms had a total annual revenue of over 134 billion U.S. dollars, up from 116 billion in 2022. LinkedIn reported its highest annual revenue to date, generating over 15 billion USD, whilst Snapchat reported an annual revenue of 4.6 billion USD.

How many people use social media?

              Social media usage is one of the most popular online activities. In 2024, over five billion people were using social media worldwide, a number projected to increase to over six billion in 2028.

              Who uses social media?
              Social networking is one of the most popular digital activities worldwide and it is no surprise that social networking penetration across all regions is constantly increasing. As of January 2023, the global social media usage rate stood at 59 percent. This figure is anticipated to grow as lesser developed digital markets catch up with other regions
              when it comes to infrastructure development and the availability of cheap mobile devices. In fact, most of social media’s global growth is driven by the increasing usage of mobile devices. Mobile-first market Eastern Asia topped the global ranking of mobile social networking penetration, followed by established digital powerhouses such as the Americas and Northern Europe.

              How much time do people spend on social media?
              Social media is an integral part of daily internet usage. On average, internet users spend 151 minutes per day on social media and messaging apps, an increase of 40 minutes since 2015. On average, internet users in Latin America had the highest average time spent per day on social media.

              What are the most popular social media platforms?
              Market leader Facebook was the first social network to surpass one billion registered accounts and currently boasts approximately 2.9 billion monthly active users, making it the most popular social network worldwide. In June 2023, the top social media apps in the Apple App Store included mobile messaging apps WhatsApp and Telegram Messenger, as well as the ever-popular app version of Facebook.

This statistic illustrates the share of customers contacting customer support in 2020, by method. During the survey, ** percent of customers stated that they contacted their customer support via email.

This survey shows the customers' opinion on if they have used social media to praise a brand or its customer service in the United States and worldwide in 2017. During the survey, ** percent of respondents from the United States stated that they have used social media to praise a brand or its customer service.

This statistic shows the share of customers who shared their contact center experience on social media in 2017, broken down by channel. In that year, ** percent of customers stated that they shared their contact center experience on Facebook.

The global social media penetration rate in was forecast to continuously increase between 2024 and 2028 by in total 11.6 (+18.19 percent). After the ninth consecutive increasing year, the penetration rate is estimated to reach 75.31 and therefore a new peak in 2028. Notably, the social media penetration rate of was continuously increasing over the past years.