Last Exit Benchmark Studies: Pension Funds Sector

© DIGITAL BENCHMARK
ENERGY SECTOR 2012

ENERGY SECTOR
TABLE OF CONTENTS

2 INTRODUCTION
3 METHODOLOGY
4 THE BENCHMARK
6 EXECUTIVE SUMMARY
8 MOBILE
9 SITE SEARCH ENGINES
11 ACCESSIBILITY
13 NAVIGATION
16 CALLS TO ACTION
18 SEARCH ENGINE OPTIMISATION
19 CUSTOMER CONTENT
25 BILLING PROCESS
27 SOCIAL MEDIA

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ENERGY SECTOR
INTRODUCTION

“... the proportion of our bills that is Last Exit Energy Sector Digital Benchmark
made up of the electricity and gas that
we consume is falling. The rest of the bill It’s a tumultuous time for the UK energy market. It can seem that energy providers, especially
the “big six” are under attack from all sides. Much of the press, amplified by social media, are
is made up of other elements, many of shouting “rip-off!” amid claims that providers are pushing up gas and electricity bills beyond the
which are outside the control of the rate of inflation. Politicians are responding to the public outcry by talking of creating “an energy
energy companies. ” market that is trusted, simple and transparent”, alongside Ofgem calling for “radical reform” in
the way the customers are dealt with. But the unwelcome news for customers is that upgrading
Angela Knight CBE the UK’s ageing gas and electricity networks will surely keep forcing bills upwards. And let’s not
Chief Executive at Energy UK forget the recession, growing eco-awareness from consumers or Energy Secretary Ed Davey
promoting ‘collective switching’ for energy customers looking to get a better deal.

It’s our belief, and obvious to most, that the energy sector’s response to these challenging times
“It's time to face facts: the energy must feature the web. Digital is not only a battleground for energy providers looking to
market is broken. The sector is differentiate themselves from the competition, but it may hold the key to developing a better
dominated by a handful of big and relationship with UK consumers.

powerful players who are seemingly
The Last Exit Energy Sector Benchmark
unaffected by the normal competitive Building on expertise gained contributing to digital industry think tank reports for L2, Last Exit
pressure of price and customer service. ” has conducted a study to benchmark the desktop websites, mobile and social presences of nine
of the UK’s energy providers. Covering 57 different touchpoints, and focusing on customer
Richard Lloyd awareness, engagement, conversion and loyalty, the findings of the benchmark are summarised
Executive Director at Which?
in this document.

For more detailed information and analysis please contact me.

“You get all this stuff through your Fred Brown
letterbox from the energy company, lots Partner and Managing Director, Last Exit
and lots of information, you go online
and it's all incredibly confusing.”
Nick Clegg
Deputy Prime Minister & customer

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ENERGY SECTOR
METHODOLOGY

Design, content,
tech & marketing
Multiple touch-points, delving into
technical excellence, organisation of
information, usability, content
quality, and content marketing.

Accessibility
Billing process
Mobile Content marketing
Consumers no longer confine their research, Calls to action
requests and purchases to desktop computers. Contact forms
We looked for website optimisation for mobile Navigation
phones, and whether the sites employed Excellence of rich content
responsive design. Information about how to switch
Ease to submit meter reading
Mobile optimised template Search engine optimisation
Responsive design
Mobile apps

Social Media
We looked for an understanding of Twitter,
Facebook and YouTube and the quality of
engagement in those spaces.
Scoring system
We examined the websites of nine leading UK energy providers. Social media and website integration
Our three main criteria are Design & technology, Marketing and Quality of social content
Social Media, which we divided into 57 touch points. Each Share buttons
touch-point is given a score.

80%+ 60% - 79% 40% - 59% <40%
Excellent Good Mediocre Weak


ENERGY SECTOR
THE BENCHMARK

RANK COMPANY SCORE DESCRIPTION

1 76% / 100% An industry-leading, well designed website with a
Good decent search engine, good accessibility information,
and excellent online billing. Features engaging tools
and a comprehensive 'help' section. Suprising lack of
mobile optimisation. Social media offering needs
improvement. A good digital presence, but not
excellent overall.

2 70% / 100% An attractive site with good information about
Good switching, tariffs & energy saving. Let down by its
live chat technology not working with the latest
browsers. Forcing new-comers to "like" its Facebook
page before it will reveal more about the company's
services is short-sighted.

3 69% / 100% Though not the most stylish of websites, it succeeds
Good in placing its Green credentials to the fore, giving its
content a focus. Good internal search, and excellent
search engine optimised pages. Lacks engaging tools,
and crucially, bills cannot be viewed online. Good
social media pages.

Overall ranking: 80%+ Excellent, 79% – 60% Good, 59% – 40% Mediocre, <40% Weak Ranks 4 – 9 overleaf


ENERGY SECTOR
THE BENCHMARK

RANK COMPANY SCORE DESCRIPTION

4= E.ON 67% / 100% An easily navigable site, that doesn't need the jargon-ish "reset" in its main nav-bar. Use of red and white makes calls to
Good action stand-out. Good SEO, but content lacks richness with little evidence of video. Website does not do a good job of
integrating with EON's social media pages.

4= Good Energy 67% / 100% A stylish website and one of the only sites to feature a photograph of an actual human on its front page. Site is easy to
Good navigate, but is not optimised for mobile. Crucially, customer bills cannot be viewed online. Good social media presence,
including a popular Twitter page.

6 EDF 65% / 100% A dated-looking website, in need of a design refresh. Image heavy front-page is search engine unfriendly. Site seems to
Good be aimed squarely at existing customers, there appears to be little segmentation. Navigation is hidden under one
orange button, and social media is barely acknowledged, which is a pity as EDF is making an effort with its seven
accounts, the most of all the energy providers we have examined.

7 Npower 63% / 100% The only website in our report to feature, slightly confusingly, two separate search engines. Navigation is clear, and the
Good site is SEOd. However, it was marked down for its dull presentation of information for customers, and it's one of the
only sites to still use .pdfs to explain its bills. Npower appear not to maintain an energy-related Facebook page (there
are NPower Championship football pages, though). Npower's own separate energy debate website is a poor substitute.

8 Ovo Energy 60% / 100% A website with a cheerful, colourful appearance that has a very poor search engine. The site is organised well,
Good complementing the "cheaper, greener, simpler" tagline, but it does seem to be aimed mostly at potential customers. Its
web-offer for existing customers is mediocre, the ‘My Ovo - Account’ needs better explanation, for example. Front page
carries a note explaining that its taking staff five days to reply to emails.

9 ScottishPower 54% / 100% A usable jumble of a website and the only site of the nine we examined that plasters an off-putting cookie box over the
Mediocre front page. At first glance it looks presentable, but explore and you'll find broken links, confusing overlays, and sections of
the site hosted on separate domains, with inconsistent navigation. The use of a "new customer" personalisation tab is a
nice idea but it just adds to the inconsistency. Scottish Power are the only one of the providers in our report that do not
maintain some kind of Facebook presence.

Overall ranking: 80%+ Excellent, 79% – 60% Good, 59% – 40% Mediocre, <40% Weak


ENERGY SECTOR
EXECUTIVE SUMMARY
© DIGITAL BENCHMARK Consumers are more demanding, informed, time-starved and saturated by choice
than ever-before. Our research looks at how energy providers are using the web to
reach, engage and then convert these people into loyal customers.
We are unable to grade any of the nine web presences belonging to the UK's top energy companies as
'Excellent' overall. Eight are 'Good', one 'Mediocre'. But of the ‘Good’, five are a mere seven, or less,
percentage points away from sliding into the ‘Mediocre’ ranking. It’s not a hugely impressive tally - these
GAS, ELECTRICITY AND
websites should be excelling.
PEOPLE POWER
Our benchmarking research and analysis has examined energy providers’ website design and technol-

ARE ENERGY ogy, marketing and their use of social media. Findings, and recommendations, include...

Despite more and more UK adults owning smartphones and tablets, none of the energy companies that

PROVIDERS MAKING
we’ve examined are using responsive design or dedicated mobile sites. Five firms do offer limited mobile
apps, but what of prospective customers who are researching tarrifs on their phones? Providers are not
making it easy for them.

THE MOST OF THE WEB? Only two (Ecotricity and SSE Energy) reached our ‘Excellent’ mark for technical search engine optimisa-
tion. ScottishPower’s pages were the weakest with missing elements and meta-descriptions. Across the
sector, providers are not making it easy for customers to reach them through “organic’ search.

When visitors do reach providers’ websites, presumably on their desktop computers, they are then faced
with too many navigational options and poor information organisation. British Gas, for an example, use
an overly comprehensive dropdown menu as their starting point. E.ON hide information about
complaints reporting behind the ‘Reset’ label on their menu bar. What is Reset? It’s the name of an E.ON
campaign. It’s almost as if many energy providers’ websites are designed to reflect corporate priorities
rather than provide a excellent customer experience. There’s UX work needed across the sector.

If frustrated by poor information organisation, confused customers and prospective customers will then
turn to the websites’ search engines to find what they are looking for. Aside from ‘Mediocre’ Good
Energy and the ‘Weak’ Ovo Energy, we ranked providers’ site search engines as broadly ‘Good’. We noted
that only two companies, Ecotricity and British Gas, are using predictive search technology to assist their
site visitors.

British Gas also did well with their website accessibility information, we graded their efforts as
‘Excellent’. It suprised us that only five of the nine sites link to their accessibility information from their
front pages. The UK has an aging population, and its only polite to offer assistance.

We ranked E.ON and Good Energy as having ‘Excellent’ calls-to-action. It may be instructive to compare
and contrast the clarity and consistency of Good Energy’s efforts with ScottishPower’s calls-to-action
that lead to pop-ups and other sites with differing layouts.

’


ENERGY SECTOR
EXECUTIVE SUMMARY Once engaged and ready to take action, visitors should be taken to the heart of these websites;
information for customers about switching, tariffs & energy saving. Perhaps not suprisingly all nine aim
messaging at consumers looking to switch. We graded the quality of this information across the sector
as ‘Mediocre‘ to ‘Good’. British Gas, again, do well in this area with a straightforward tariffs chart that
allows a comparison of their gas and electricity prices. Ovo Energy’s switching page is also easy to
understand, but it should be as they only offer two plans.
“We now have more customers contact us Also worth noting is the lack of content marketing on these sites. With the networking power of social
online than through our call centres and media, good customer information and brand journalism can become another marketing tool. The
we are delighted that our customers have smaller companies appear to be using content marketing more effectively, rallying customers around a
cause, clearly linking to blogs that allow customers to get a sense of the provider's values.
recognised our efforts to make our
website and smart phone apps easy to Once the consumer has signed up, we’ve found that information and content is of a lower standard for
existing customers. Yes all but one of the providers make it easy to complain and submit a meter
use and full of useful content. ” reading, but where’s the prominently-displayed, rich, engaging content that consumers can share with
one another?
Ian Peters
Managing Director Energy at British Gas The online billing process is another crucial element of these sites for customers. Yet again, British Gas
lead, ranked ‘Excellent’ for their well designed service. Ecotricity and Good Energy trail the pack as they
do not yet offer customers the ability to log in and monitor their accounts from their home computer.
“It’s positive that there has been some And finally we turn to social media. Its power is evident. Over at the British Gas Facebook page
improvement in how customers’ energy thousands of disgruntled ‘fans’ are currently voicing their displeasure at the increases in fuel bills.

complaints are handled. However there is What’s interesting is that there’s currently no clear “social leader” in the energy sector. Although five
still a very long way to go – with around companies operate dedicated customer service Twitter accounts, only three link to these pages from the

half of consumers dissatisfied. The energy pages of their websites. Only the Good Energy website displays social share buttons. It seems providers
are still learning about engaging customers in conversation across the web.
industry routinely tops the charts as the
Of the nine companies we looked at, we rated six “Good” and four “Mediocre” for social media. Minnow
sector least trusted by consumers and the Ecotricity gets the same ‘Good’ grade as British Gas. In fact, Ecotricity has thousands more Facebook
customer service they receive is a ‘Likes’ than British Gas, and similar engagement levels.
significant factor in this.” Social media has to be taken seriously. Increasingly, providers wanting to forge new bonds with their
customers will have to integrate their web and social presences.
Audrey Gallacher
So, to recap, our research reveals that energy providers are not making the most of the web, their digital
Director of Energy at Consumer Focus, April 2012
presences are passable but not delightful. Good is not good enough, they should be demonstrating great
customer service. In the areas of mobile optimisation, content quality and social media especially,
there’s an opportunity for providers to enhance their offering, and to use the web to build a better
relationship with customers, while differentiating themselves from their competitors.


ENERGY SECTOR
MOBILE

TWO FIFTHS OF UK ADULTS NOW Use of responsive design?
OWN A SMARTPHONE
Two fifths also say that their phone is the most important 0 YES
device for accessing the internet, reports OFCOM.
Yet we've found that many energy providers are not mobile-ready. Of the 9 NO
nine we examined, none use responsive design for their websites, none use
separate mobile templates and only five offer mobile apps
(some of which are iPhone only).

Why is mobile important?
Research by the Internet Advertising Bureau (IAB, 2012) has found that
Separate mobile site?
mobile optimised websites increase visitor dwell time by two crucial
minutes. Energy providers are missing an opportunity to
engage their customers. 0 YES

9 NO

100%
73%

80%
57%
52%
60% Mobile app?
40% British Gas, SSE Energy,
43%
48% 5 YES E.ON, EDF, Npower
20%
27% 4 NO
0%
2007 2011 2015

Mobile web surfing is estimated to overtake desktop web surfing by 2015
Source: Morgan Stanley Research data


ENERGY SECTOR
SITE SEARCH ENGINES

SITE SEARCH ENGINES
A technically excellent internal search engine will help site visitors to cut through the clutter and allow them find what they're looking for.
Seven of our nine energy firms are deploying search engines that we've ranked good to excellent, which is positive news.

However, we've found that with the exception of British Gas and Ecotricity, top energy providers are not making the most of advances in search technology. Only these two
providers are employing predictive search technology that assists site visitors by suggesting terms that they may be looking for.

Term: Update Term: Complaint.
Term: Pay bill. address. Does it Does it
A list of the energy provider websites ranked Do they have a Predictive search Does it return return relevant return relevant
by search engine excellence. Scored out of 5. search function? engine technology? relevant pages? pages? pages?

Ecotricity YES YES YES YES YES

British Gas YES YES YES NO YES

E.ON YES NO YES YES YES

EDF YES NO YES YES YES

Npower YES NO YES YES YES

ScottishPower YES NO YES YES YES

SSE Energy YES NO YES YES YES

Good Energy YES NO YES NO YES

Ovo Energy YES NO NO NO NO

weak excellent


ENERGY SECTOR
SITE SEARCH ENGINES – EXAMPLES

British Gas Ecotricity City University London
British Gas assists its website visitors by offering a Ecotricity also use predictive search technology, helping Energy providers could perhaps learn from the higher
predictive search mechanism. to engage their site visitors. education sector. Universities are increasingly using
advanced search technology to help make sense of their
large, information-rich, websites. See City University
London's search engine.

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ENERGY SECTOR
ACCESSIBILITY

ACCESSIBILITY INFORMATION
There are both ethical and commercial justifications for implementing the Web Content Accessibility Guidelines. There are, for example, ten million people in
the UK over 65 years old, and the latest projections are for 5½ million more elderly people in 20 years time.

Of the nine sites we examined, all appear to abide by the guidelines, but many do not clearly advise the visitor about their site's accessibility. Only British Gas
scored top marks, due to their helpful accessibility page. Only five of the nine sites link to their accessibility information from their front page.

Accessibility information excellence, scored out of 5. Link on home page?

British Gas YES

EDF YES

E.ON NO

Ovo Energy YES

ScottishPower NO

Ecotricity NO

Good Energy YES

Npower YES

SSE Energy NO

weak excellent


ENERGY SECTOR
ACCESSIBILITY - EXAMPLES

British Gas Npower
British Gas link to their helpful accessibility information from the Npower's website accessibility page is difficult to find. Perhaps it
front page of their website. doesn't exist?.


ENERGY SECTOR
NAVIGATION

NAVIGATION AND ORGANISATION
There's an art to making websites easily navigable and well organised. A site that makes it difficult for a visitor to find what they're looking for, is
making it difficult for that visitor to become a customer. The nine sites that we've examined differ in their approaches to organising their content.

Even comparing navigation bars and menus can be instructive. All but one site uses drop-down menus, with varying degrees of success. Of the sites
that use drop-downs, Ovo Energy is the only one that, slightly confusingly, repeats the links in the main navigation bar in its drop-down panels.

Excellence of navigation? Are the sections organised well? Scored out of 5.

Ecotricity

Npower

E.ON

Good Energy

Ovo Energy

SSE Energy

British Gas

EDF

ScottishPower

weak excellent


ENERGY SECTOR
NAVIGATION – EXAMPLES

British Gas Npower
BG use large, off-putting, overly comprehensive, blue block Npower's drop-down panels are easier to read, a little
drop-downs. less intimidating.


ENERGY SECTOR
NAVIGATION – EXAMPLES

Good Energy Ecotricity
Good Energy's site fades on menu rollover, highlighting the options. Ecotricity's site is the only one not to use dropdowns. It could be
argued that its navigational simplicity is attractive.


ENERGY SECTOR
CALLS TO ACTION

ENGAGE SITE VISITORS BEFORE THEY CLICK AWAY
Of the nine websites we analysed, E.on and Good Energy employed the best calls to action.
Why are calls to action important? “Users often leave web pages in 10–20 seconds", says Jacob Nielson, usibility expert, "but pages
with a clear value proposition can hold people's attention for much longer.”

Scores for calls to action, scored out of 5.

E.ON

Good Energy

British Gas

Ecotricity

Npower

Ovo Energy

SSE Energy

EDF
Ecotricity
ScottishPower When the visitor is inactive, the Ecotricity site is the only
one of the sites to display a clear "Would you like us to
weak excellent call you back?" message.


ENERGY SECTOR
CALLS TO ACTION – EXAMPLES

Good Energy E.ON
GE's use of strong blocks on the side of pages focuses attention. The simplicity of E.ON's homepage allows it to focus attention with
wide images.


ENERGY SECTOR
SEARCH ENGINE OPTIMISATION

SEARCH ENGINE OPTIMISATION (SEO)
Google calls it the Zero Moment of Truth, “that moment when you grab your laptop or mobile device and start learning more about a product or
service.” Energy providers can build awareness with potential customers by ensuring that their pages are correctly search engine optimised.

We looked for the quality of title tags, metadescriptions and URLS. SSE scored highly for well written metadescriptions, Ecotricity for descriptive title
tags. British Gas is missing metadescriptions, as is poorly SEOd ScottishPower.

Which providers score highest at technical SEO excellence? Scored out of 5.

Ecotricity

SSE Energy

E.ON

Npower

British Gas

EDF

Good Energy

Ovo Energy

ScottishPower

weak excellent


ENERGY SECTOR
CUSTOMER CONTENT

CONTENT FOR POTENTIAL (& EXISTING) CUSTOMERS
Although few energy providers explicitly segment their websites for potential customers, none of the sites were judged to be weak in using their
sites to attract new business. Five providers were judged to be good, four mediocre.

All of the nine aim messaging at potential customers who may be considering switching. Most have information about tariffs and energy saving.
Suprisingly only four of the providers are finding prominent places on their sites for shareable content marketing and brand journalism.

Excellence of information for potential customers? Scored out of 5. Prominent content marketing?

British Gas NO

Ecotricity NO

Good Energy YES

Ovo Energy YES

SSE Energy NO

E.ON NO

EDF YES

Npower NO

ScottishPower YES

weak excellent


ENERGY SECTOR
CUSTOMER CONTENT – EXAMPLES

British Gas Ovo Energy
BG's clear tariffs page helps their customers to compare gas and Ovo's 'choose your tariff' page is among the clearest we've seen, too.
electricity prices.


ENERGY SECTOR
...

British Gas Good Energy Ovo Energy
BG uses a stylish "Get a quote tool". Good Energy's blog gives a flavour of the nature of the Ovo use their website to allow us to meet members of
business and its values. the team.


ENERGY SECTOR
CUSTOMER CONTENT

CONTENT FOR EXISTING CUSTOMERS
Customer Complaints Handling Research (2012) by Ofgem reveals that:
"The main source of contact information when registering a complaint remains the bill or account statement, used by just
under two thirds (63%) of all Domestic customers – a slight decline from 66% in 2010."

However, energy provider websites are increasingly being turned to by disgruntled customers:
"Almost 1 in 5 (18%) used their supplier website to find the contact information they used to make their complaint, compared to 12% in 2010."

So it's heartening that we've found that all provider websites, bar one, make it easy to complain. As part of our research, we also looked at meter reading, online tools, brand journalism and
energy saving information excellence for existing customers. British Gas came out top with E.ON, Good Energy and ScottishPower close behind.

Excellence of content for existing customers? Scored out of 5. Easy to make a complaint?

British Gas YES

E.ON YES

Good Energy YES

ScottishPower YES

EDF NO

Npower YES

SSE Energy YES

Ecotricity YES

Ovo Energy YES

weak excellent


ENERGY SECTOR

British Gas E.ON
British Gas make it easy to submit a meter reading, new customers do E.ON's Energy Tracker tool shows "you your daily energy usage based
not have to log in. on meter readings".


ENERGY SECTOR

Good Energy ScottishPower
GE write about their patnership with the National Trust. SP use YouTube video on their site, a rarity.


ENERGY SECTOR
BILLING PROCESS

DOMESTIC CUSTOMER BILLING PROCESS
We examined the excellence of the online billing process for domestic customers. We looked at the billing-journey, bill information and access, and online bill payment.
The “big six” energy suppliers scored highly for offering bill paying and bill-viewing functionality, British Gas was rated 'excellent', the others 'good'.

Ecotricity and Good Energy do not yet offer customers the ability to log-in and monitor their accounts, which cost them points. Ovo let their customers view bills online,
check consumption figures, enter meter readings, adjust personal information and adjust direct debits... but we had to email the company to find out this information.
Their website does not do a good job of explaining what the 'My Ovo' Account is.

Excellence of billing process? Scored out of 5.

British Gas

E.ON

EDF

Npower

ScottishPower

SSE Energy

Good Energy

Ovo Energy

Ecotricity

weak excellent


ENERGY SECTOR
BILLING PROCESS – EXAMPLE

British Gas
British Gas customer accounts are well designed and
packed with features.


ENERGY SECTOR
SOCIAL MEDIA

Of the nine providers we looked at, all maintain Twitter accounts, five operate dedicated
customer service Twitter accounts. All but two maintain energy-related Facebook pages.

“Firms have to be part of Social media deserves scrutiny because it's becoming increasingly important to providers who
want to build a relationship with their customers.

social media and play an If we look to the U.S, research from Nielsen and McKinsey reveals that, nearly half (47 percent)
of social media users today actively seek customer service through social media.

active role. They must go in "What we're seeing is that customers are turning to social media channels for customer service,

and create a community of
regardless of whether and where a particular brand is actually equipped to handle customer
service over social media," said Gadi BenMark, of the research team. "Today's customers choose

friends, rather than just
when and where they voice their questions, issues, and complaints. They don't care if a company
is set up to answer customer questions on Facebook, or if it has an actual Twitter handle for
customer service."
looking for potential clients. Our research found that the "big six" are not making the most of the power of the network to

Basically, they have to spread their messages. The smaller, and perhaps more nimble, energy providers are using social
media as more than a broadcast tool. As well as fielding complaints, they're using social to build

become social in the true
relationships with their customers and to raise awareness of their products.

To paraphrase The Cluetrain Manifesto:

sense of the word. And they 1) Markets are conversations
2) Markets consist of human beings, not demographic sectors

have to open up.” 3) Conversations between humans sound human, they are conducted in human voices

Or as Matthias Lüfkens from the World Economic Forum recently said:
Matthias Lüfkens “Firms have to be part of social media and play an active role. They must go in and create a
World Economic Forum community of friends, rather than just looking for potential clients. Basically, they have to
become social in the true sense of the word. And they have to open up.”

We believe that the energy provider that can successfully "open up" and can integrate its social
media with its consumer website will create an competitive advantage, and may even begin to
heal their often troubled relationship with UK customers.

It will be interesting to see if the smaller providers can remain "social" as they grow.


ENERGY SECTOR
SOCIAL MEDIA

Excellence of social media for customers (aggregated, out of 10)

British Gas

Ecotricity

EDF

Good Energy

SSE Energy

Ovo Energy

ScottishPower

E.ON

Npower

1 2 3 4 5 6 7 8 9 10

for new customers (out of 5) for existing customers (out of 5)


ENERGY SECTOR
SOCIAL MEDIA – FOLLOWERS AND ENGAGEMENT

NUMBER OF FACEBOOK ENERGY PAGE FOLLOWERS?

NUMBER OF PEOPLE TALKING ABOUT THIS FACEBOOK PAGE?

NUMBER OF TWITTER FOLLOWERS ON MOST POPULAR ACCOUNT?
NUMBER
OF PEOPLE

20.000
18.000

16.000
14.140

13.717

12.000

9.627
9.583

8.000
7.735

5.928

4.000

4.117
4.279

3.700
3.430

1.908
2.034

1.806
1.690
537

450

392
330
303

161

32
52

0
0

0
0
0

SEPARATE CUSTOMER SERVICES TWITTER ACCOUNT?

SOCIAL SHARE BUTTONS ON MOST PAGES OF CONSUMER WEBSITE?

DIRECT LINKS ON MOST PAGES OF CONSUMER WEBSITE TO SOCIAL MEDIA PAGES?
Eco

Bri

ED

SSE

Go

E.O

Ov

Np

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tish

F

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od

ow
N
tric

ttis
En

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er
En
erg

hP
ity

Ga

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erg

ow
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er

QUESTIONS? COMMENTS?
How to reach us:
Last Exit is a digital agency with offices in New York and London. We exist to provide unparalleled value to our clients through a rigorous,
client-tailored planning process and world class creative.

To discuss your digital challenges and initiatives, give us a call or email
us using the contact details below.

London office New York office
1st Floor, Building 1/2 200 Varick St. #802
The Leathermarket New York, NY 10014
Weston Street
London SE1 3ET t +1 646 307 4340
f +1 425 952 9597
t +44 (0)20 7407 7666
newyork@lastexit.tv
f +44 (0)20 7378 6431

london@lastexit.tv

FOR MORE INFORMATION, CONTACT US: LONDON@LASTEXIT.TV • +44 (0)20 7407 7666 // NEWYORK@LASTEXIT.TV • 1(646) 347 4340

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