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How European Gen Z Want to Communicate with Brands

You’d probably think Gen Z only wants to ask questions to your business on Insta or X, but emails and text messages are also two of their favorite ways to communicate with brands…

Written and Edited by the YPulse Editorial Team

Sep 17 2024
Western Europe

KEY TAKEAWAYS

Emails and social media are the top ways European Gen Z want to communicate one-to-one with brands
Teens especially want to get in touch with brands over text messages
Only a small minority of Gen Z want to communicate with brands over the phone—custom service calls are not their norm

Gen Z is accustomed to instant and direct access to basically everything in their lives. So, they have the same expectations when communicating with brands. To foster real-time engagement and genuine conversations, brands naturally use social media platforms—as they should: it’s where teens and young adults spend 4 hours of their day on average. But when young people want to get in touch with a company one-to-one, YPulse data shows social media isn’t their first choice avenue. In YPulse’s recent Ad / Marketing Effectiveness report, we asked Europeans 13-39-year-olds how they would like to communicate with brands, with 11 options...