FMCG AND SOCIAL MEDIADecember 2010 Analysis of the eight most valuable *Interbrand Swiss brands* in the FMCG industry: (2009) How do they use social media? 1

TABLE OF CONTENTS An introduction to Social Media in the FMCG industry..........................pag. 3 Best and worst practices.....pag. 20 Methodology...........................................pag. 4 Conclusions...............................pag. 21 Nescaf......................................................pag. 5-6 Nestl.........................................................pag. 7-8 Lindt...........................................................pag. 9-10 Nespresso.................................................pag. 11-12 Migros........................................................pag. 13-14 Coop............................................................pag. 15-16 Ricola..........................................................pag. 172 Ovomaltine...............................................pag. 18-19

An introduction to social media in the FMCG industry FMCG (fast moving consumer goods) is a A company should always keep in mind that in category of products characterized by frequent a social media perspective CUSTOMERS are the purchase and usually low price. We consider center of the world. It is about their value FMCG those like food, toiletry, and so on. system, not the companies. As a brand, what you absolutely want to avoid is the idea of commoditization, which basically When it comes to social media, FMCG means having a category of products companies rely on an approach based on considered all the same, with price and only experience and entertainment for the price as the discriminating variable. customers. But this does not mean taking them FMCG companies have therefore always tried to for stupids. Customers must perceive quality be more creative and innovative than the rest. content. Being simplistic is not he same as The entire discipline of marketing, for example, being clear. People hate to be treated as idiots. owns a lot to FMCS. If it might be easy to Increasingly, FMCG companies are shifting to market an innovative, wonderful laptop, the social media platforms to gain competitive same does not apply to some common washing advantages. There was a time in which brands powder, or a bar of chocolate that looks (and seemed to be the de_initive solution to avoid maybe is) exactly as one thousand of other commoditization of products. Now branding is ones. And maybe it even costs more. not enough. There is a need of something more. That is why many FMCG saw a huge Social media might be a good platform from opportunity in Social Media. where to start. Going there because everybody else is going is not a good reason. Social media are THE TREND increasingly becoming an essential tool to Weve moved away from TV and print establish contacts with customers and be able towards online t o e n g a g e a n d m a i n t a i n a va l u a b l e Leone Ashby, skincare brand manager for Kao. relationship. This is the trend FMCG companies are Several are the advantages offered: following. The expectation is that we will - Better understanding of customers; witness a steadily growth of investments on - Possibility of collecting real and valuable social media, with an exponential growth of feedback; relevance of social media platforms. - Immediacy and speed of communication; - Possibility of getting a rich understanding FMCG still rely very much on traditional of problematic issues, or bad WOM (word strategies (consider that more than 60% of the of mouth) before it is too late; budget expenditures are invested on TV - Communicate events, promotions, special campaigns)*, but social media are growing fast, offers, new launches; and are opening a world of opportunities. - ENGAGE PEOPLE in an emotional way; Nevertheless, they need to be well integrated - Generate buzz, viral, and advocates (the into a consistent and holistic marketing best kind of advertising that a company strategy. As a standalone social media will just may desire, because it is among peers and mean very little. thus more credible); - Give people something to talk about, * Smith, Nicola, 2010. FMCG brands, Newmediaage, January 7. making them feel important. http://www.nma.co.uk/features/fmcg-brands/3008309.article The following report deals with the social media strategies employed by the eight Swiss most valuable brands in the FMCG industry (Interbrand 2009). The analysis will be carried out on the basis of their use of social media tools, social characteristics and engagement level on the interested channels.3

METHODOLOGY followed in the report The goal of our report is to analyse the usage of social percentage of replies to customer complaints. For the media tools for the eight most valuable Swiss brands in same reason as above, we only considered posts. the FMCG industry (according to interbrand 2009). 4) Innovation: as an indicator of innovation we Since Facebook is the only social media which is computed the percentage of active users that supported by all the companies, we used this platform as proposed service or product improvements. Users a main base for our comparison. In addition we also who are posting were considered being active. analysed Twitter and YouTube as far as there were ofQicial 5) Brand Engagement: we took the number of pages supported by the examined brands. channels in which the company is present as an To cope with the huge amount of available posts and indicator for brand engagement. The indicators for comments, we decided to limit the analysis to the time communication leadership have also a certain span of one month, which was in our case November. explanatory power for the brand engagement. Generalizations to longer periods of time might be 6) Communication Leadership: here, we had a look at possible, but we could not determine whether the the number of posts by the company and we checked variables are constant over time, or if they are deviating. if the company does offer free content. We only considered the ofQicial pages, since it is where 7) Linking value: to evaluate the linking value the page the companies try to moderate, inQluence and/or actively has for its users, we calculated the percentage user support the conversation with the consumers and posts which were answered by other users. amongst them. 8) Other additional information: we observed which Users are considered to be future, present or past page boxes were available to users and if there were consumers of the brands, that is why users are also called applications. consumers or customers in this report. 9) General Goals: we tried to estimate the general goal To evaluate the usage of social media, we tried to specify of the speciQic pages. Of course this point is just a the variables dialog, advocacy, support, innovation, general estimation and only the company itself brand engagement, leadership and linking value knows the real goal of their page. using the following indicators: To analyse the other social media platforms, namely 1) Dialog: in order to quantify the dialog between YouTube, Twitter, Flicker, Migipedia, and discussion company and consumers, we counted the number of forums we used the same framework as above but ofQicial pages, the number of likes, the used applied it in a more qualitative manner. Our analysis is languages, the number of consumers posting and not so speciQic in those cases, but we observe data in commenting. general. 2) Advocacy: to have a measure for advocacy, we calculated the ratio of positive posts over negative posts posted by users. We decided to only take posts into consideration since it is the stronger expression of someones opinion if he or she decides that that The brands are ordered according to their opinion is worth a post. classification in the study of the 3) Support: we calculated the percentage of company Switzerland 40 most valuable brands elaborated by Interbrand (2009) answers to direct questions posed by users and the 4

Nescaf is a brand of Nestl, representing with $ 12.753 millions the most valuable brand of Switzerland and the worlds leading coffee brand. Nescaf is known for its instant coffee. It provides a large product range from the classic Nescaf stepping into Cappuccinos, Latte Macchiatos and iced beverages. Besides instant coffee, Nestl introduced Nescaf Dolce Gusto, which offers single cup coffee machines with corresponding coffee capsules and Nescaf Xpress including coffee to go, to be found in supermarkets and at gas stations. Dialogue Nr. Of total ofQicial pages 1 Pages Nr of likes 893.644 Pages Languages at least 7 Number of Posts on the Wall 270 Number of comments on the wall 562 Advocacy Ratio of positive messages over negative messages by users (only for 107/3 = 35.67 posts) Support % of answers to direct questions (only to posts) 0% % of replies to customer complaints (only to posts) 0% Innovation Absolut number of users that propose service/product improvements 11 % of users that propose service/product improvements 0,01% Brand Engagement/ Nr. of channels used 5 Social presence Communication Number of Posts on the wall by the company 7 Leadership Number of comments on the wall by the company 3 offers free content? Yes: Videos, Fotos Linking Value % of users who discuss with their peers using the brand related social 16 of 270 = 6% media spaces Other additional What kind of boxes are available? Wall, Info, Photos, information Youtube, Twitter, Notes, Links, Video, My Flickr, Discussions, Poll, Events Type of applications? Youtube, Twitter, Flickr To learn what customers are talking about, encourage customers to talk about the brand, adver7se, counter rumours, handle complaints, promote new oers and compe77ons General goals of the Nescaf gets a lot of people to engage themselves by expressing themselves on the Nescaf Facebook page Facebook page. But they do get hardly any ques7ons/complaints or ideas by their customers, which would be good sources of informa7on. Nescaf also fails to get customers to talk to each other. They are only pos7ng but rarely answering to other users posts.

NESCAF OTHER Nescaf Dolce- Twitter Flickr YoutubeSOCIAL MEDIA Gusto.ususers reached 353 pageviews/day Follower: 1150 Following depends: found: Min: 87, 70 Max: 105039% of users active 45 posts 11 tweets Comments: depends on the video: minimum: 0 (and 2 likes it, 0 dont), max: 57 (and 87 like it, 1 dont like comments)% of positive WOM 12/45=26.67% 1-way communication..no depends on each direct comments on the individual video page by others, all of them were positive% of negative WOM 1/45=2.2% 0% depends on each individua video% of users rceived reply 1/45=2.2% Nescaf retweeted once No interaction% of users proposed solutions 7/45=15.56% proposed 0% No interactionetc (co-creation) improvementNr. of channels used 5 5 5 5brand manages communities Yes: Online Community Retweets, special offers, Nescaf offers No direct contact betweendirectly? information, provides photostreams, shows employees and links to Nescaf videos favourite pictures that consumers, only video were uploaded by dissemination, creative members ads etc for people to send to their friends themselvesoffers free content? Articles, Recipe pairings, RSS Feed of Nescaf Only upload of pictures Commercial videos Coffee Style Quiz, Polls, tweets by other members Special offersfree entertainment No No No Advertising

Nestl S.A is the biggest company in the world in producing consumer-packaged goods and offering a most diverse range of products. The company was founded in 1866 in Switzerland, Vevey, where is still based. As one of the leading wellness and nutrition companies, Nestl has 6,000 brands present in different markets and offers a range of products (such as coffee, bottled water, chocolate, ice cream, frozen and refrigerated food, pet food etc.), which are sold all around the world. In order to maintain its brand, the company constantly innovates its product lines. source: wikipedia Dialogue Nr. Of total ofQicial pages 1 Pages Nr of likes 149.618 Pages Languages 1-7 Number of Posts on the Wall 133 Number of comments on the wall 237 Advocacy ratio of positive messages over negative messages by users (only for 29/16 = 1,812 posts) Support % of answers to direct questions (only to posts) 1 of 10 = 10% % of replies to customer complaints (only to posts) 0 Innovation Absolut number of users that propose service/product improvements 1 out of 133 % of users that propose service/product improvements 0,75 Brand Engagement/ Nr. of channels used 5 Social presence Communication Number of Posts on the wall by the company 6 Leadership Number of comments on the wall by the company 3 offers free content? Yes: photos Linking Value % of users who discuss with their peers using the brand related social 27,30% media spaces Other additional What kind of boxes are available? Wall, Info, information Discussions, Notes, Boxes (Discussion Board, Favorite Pages, Links) Type of applications? None General goals of the To allow Nestle to make consumers aware of company news, product innovation, and Facebook page special offers and to allow followers a free space to share thoughts on the brand.

MIGROS OTHER SOCIAL MEDIA Youtube Flickr Linkedin Twitter Dialogue users reached Depends: Min: 135; 23,739 Followers 3,140 Followers Max : 3773 % of users active Depends on the 15 activeinnovation. video: min comments: 0; max comments: 4; max likes: 7; max dislikes: 1 Advocacy % of positive WOM All postivie - only One way promotions or job communication only serve as a platform for employees. changes listed - written by Nestle % of negative WOM Support % of users rceived No interactivity, no No interactivity, no No requests No interactivity, no reply answers answers answers ADDITIONAL INFORMATION AND GENERAL STATISTICS: Innovation % of users proposed No interactivity, so No interactivity, so No interactivity, so No interactivity, so solutions etc (co- no direct contact no direct contact no direct contact no direct contact creation) with employees or with employees or with employees or with employees or the brand the brand the brand the brand Brand Engagement/ Nr. of channels used 2 1 1 1 Social presence Communication brand manages No direct contact, No direct contact, Yes Yes - complete inform consumers about future plans, products, results, production and R&D activities. Leadership communities only video only company`s control over tweets directly? dissemination for photo dissemination consumers (they can for consumers send the videos to their friends) FLICKR: 62 photo sets. Used to share companys photos about new products, production lines, forums, etc. offers free content? Yes, Videos Yes,Photos No RSS Feeds YOUTUBE: 149 subscribers, 4.598 channel views, 14 total uploaded videos, 12.815 total upload views. Used to TWITTER: 3.140 followers, 14 tweets in November. Used to display newsworthy company events and product LINKEDIN: 27.739 followers, 18.043 employees on it. Used to display company information, history and to free entertainment Yes, Videos No No

Lindt & Sprngli is recognized in the market for high quality chocolate, offering a wide range of products in more than 100 countries all over the world. Founded in 1845, Lindt & Sprngli currently counts six production sites in Europe, two in the US and distribution and sales companies on four continents. Since 1986, the shares of Chocoladefabriken Lindt & Sprungli AG are listed on the Swiss stock exchange. Dialogue Nr. Of total ofQicial pages 14 Pages Nr of likes 682.240 Pages Languages 5 Number of Posts on the Wall 71 Number of comments on the wall 415 Advocacy ratio of positive messages over negative messages by users (only for 62/1 posts) Support % of answers to direct questions (only to posts) 0 of 0 % of replies to customer complaints (only to posts) 0 of 0 Innovation Absolut number of users that propose service/product improvements 0 of 71 % of users that propose service/product improvements 0% Brand Engagement/ Nr. of channels used 5 Social presence Communication Number of Posts on the wall by the company 9 Leadership Number of comments on the wall by the company 0 offers free content? Yes: Photos, Events, Links to other ofQicial pages Linking Value % of users who discuss with their peers using the brand related social 0 media spaces Other additional What kind of boxes are available? Wall,Info, Photos, information Events, Notes, Worldwive Type of applications? no apps available General goals of the Promote and advertise new products, keep members updated, inform followers about Facebook page upcoming events, share the latest news related to Lindt World.Lindt provides fourteen ofQicial pages on Facebook, and six upcoming ones. Each page refers to a speciQic country Lindt is present in. Share your passion for chocolate is the motto for attracting users on Facebook. The page that features the majority of the followers is the Italian one. Page members are pretty active in writing posts on the page wall. Their principal purpose is to share their positive opinions about speciQic products. In fact, no negative comments are present. The company doesnt reply to fans comments but is very active in promoting new products through photo albums/posts and upcoming events through an Event section.

Dialogue users reached Follower: 945, Following 924 74 registered users, 3492 (visualisations ???) channel visualizations, 703557 total loading visualizations % of users active 113 tweets in November (84 Comments: depends on the of them as answer) video: minimum: 1 (and 3 likes it, 0 dont), max: 277 (and 896 like it, 23 dont like comments) Advocacy % of positive WOM 1-way communication..no depends on the video direct comments on the page by others (all anwers referred actively to positive tweets) % of negative WOM 1-way communication..no none direct comments on the page by others (no answers referred to negative tweets) Support % of users rceived reply The only information given: No interactivity so no 84 answers in 1 month, but answers no info on how many asked Innovation % of users proposed no answers to improvement No interactivity, so no direct solutions etc (co-creation) suggestions contact with employees or the brand Brand Engagement/Social Nr. of channels used 3 3 presence Communication Leadership brand manages communities they use to ask questions to page created recently directly? followers about specic (13/08/2010), just video products taste or the lindt posting, promoting trend meaning for them. In setter Roger Federer addition, they answer to followers opinions about products and suggest trying other products. offers free content? no Videos free entertainment no noYOUTUBE: recently opened. The channel still lacks of information since it is gaining subscribers day by day. The company uses the channel for sharing the several commercials they make. Users tend to comment positively on each posted video. No negative comments were found. TWITTER: the social platform the company mostly exploits. The ofQicial page Lindt USA features 945 followers. The ofQicial language is English. The company uses Twitter differently from Facebook. Apparently, there are page administrators that actively monitor page evolvement, as followers seem very active in asking product related questions directly to the company. Replies are quite immediate and there is high interaction between the two parties. In addition to this, administrators are use to ask brand perception feelings and opinions to followers such as What is everyone planning on cooking and baking for Thanksgiving this year?, We would like to know: What does Lindor mean to you?, What do you like best about our Intense Orange Excellence bar?

Nespresso is a brand of the multinational Nestl that produces premium quality coffee capsules and coffee machines (with a form of tie-in). Nespresso, whose revenues have been of 2.77 billion CHF during 2009, has built its fame by introducing a new class product promoted with very consistent marketing strategies and substantial investments. A heavy usage of celebrity endorsement, together with the idea of a stylish, reQined and exclusive product (even we are in the FMGC category), contributed to the strength of the brand worldwide. Dialogue Nr. Of total ofQicial pages 1 Pages Nr of likes 628.613 Pages Languages 1 ofQicial and other 8 Number of Posts on the Wall 650 general, 6 corporate Number of comments on the wall around 1400 Advocacy Ratio of positive messages over negative messages by users (only 550/20 = 27,5 for posts) Support % of answers to direct questions (only to posts) 13 of 66 = 20% % of replies to customer complaints (only to posts) 50% Innovation Absolut number of users that propose service/product more than 30 improvements % of users that propose service/product improvements 5% Brand Nr. of channels used 3 Engagement/ Social presence Communication Number of Posts on the wall by the company 650 general, 6 corporate Leadership Number of comments on the wall by the company 27 offers free content? Yes: Videos, Fotos, Pools Linking Value % of users who discuss with their peers using the brand related around 16% social media spaces Other additional What kind of boxes are available? Wall,Info, Coffee types, information Fotos, Videos (youtube), House rules, Kazaar event, Twitter, discussions, Pools, Events Type of applications? No Apps available Nespressos facebook provides contents and information, engages fans, produces a dynamic General goals of two-ways communication by fostering the dialogue in a familiar atmosphere. Insipire people the Facebook with discussions about: new tastes of coffee capsules, tv advertisements, and new places, or page consumption occasions. People are generally enthusiast about the product and its conceps. Get insights and ideas (5% of comments are toward innovative).Nurture strong attachment showed by clients. Support should be improved.

Dialogue users reached Follower: 6266, Following 864 registered users, 1053 1.555.187 channel visualizations, 509.530 total loading visualizations % of users active 16 tweets in November (15 Comments: depends on the of them as answer) video Advocacy % of positive WOM 1-way communication..no depends on the video direct comments on the page by others % of negative WOM 1-way communication..no depends on the video direct comments on the page by others Support % of users rceived reply The only information given: No interactivity so no 16 tweets, 15 of them answers answers. Innovation % of users proposed no co-creation, just Strong interactivity solutions etc (co-creation) informational answers; generally about avors, and shops availability Brand Engagement/Social Nr. of channels used 3 3 presence Communication Leadership brand manages communities it works mostly as a customer No, not directly, no direct directly? care arm. Topic of the contact between employees discussions are generally and consumers, only video about avors, and shops dissemination, creative ads availability etc for people to send to their freinds themselves offers free content? RSS Feeds Yes, Video, and editing possibilty free entertainment No Creative advertising, high impact visual design, possibility of editing, see directors cut, see backstageYOUTUBE: creativity and a strong user-centered perspective. It is possible to sneak a peak on the historical tv advertising featuring celebrities like George Clooney, but it is also possible to put oneself into the directors shoes. The user can see directors cut, choose which sequence of scenes could Qit the best for the campaign, and even create its own spot by editing different visual pieces together.All this is offered in a very dynamic and graphically impacting website. The user has the sensation to be providing a useful opinion. TWITTER: a customer care arm. Tweets are limited (only 632 up to the end of November 2010). The size of followers is limited as well if compared with Facebook). Most relevant topics are: location of Nespressos shops and availability of coffee Qlavor.

Migros is a cooperative that was founded in Switzerland in 1925 (Zrich) and that is divided into different regions (Bern, Basel, East-Switzerland, Ticino, Aare, Geneva, Luzern, Neuenburg-Freiburg, Wallis, Waadt , Zrich) that operate independently from one another. Migros is traditionally the biggest supermarketchain in Switzerland, followed by Coop, although Coop has overcome Migros when looking only at the traditional sales in supermarkets, but when you take into account that Migros owns several other brands from different sectors (Generali (insurances), Globus (high-end retail), Fitnessparks, Golf Parks.) then Migros still is the largest retail brand in Switzerland.The brand has traditionally encompassed values such as swissness, sustainability, fair prices and tradition. Dialogue Nr. Of total ofQicial pages 1 Pages Nr of likes 25809 Pages Languages 1 corporate, 3 in the comments Number of Posts on the Wall 85 Number of comments on the wall 213 Advocacy Ratio of positive messages over negative messages by users (only for 19/14 = 1.357 posts) Support % of answers to direct questions (only to posts) 31 of 37 =83.78% % of replies to customer complaints (only to posts) 16 of 17 = 94.12% Innovation Absolut number of users that propose service/product improvements 9 of 85 % of users that propose service/product improvements 10,58% Brand Engagement/ Nr. of channels used 5 Social presence Communication Number of Posts on the wall by the company 19 Leadership Number of comments on the wall by the company 64 offers free content? Yes: Videos, Fotos Linking Value % of users who discuss with their peers using the brand related social 35 of 85 = 41.17% media spaces Other additional What kind of boxes are available? Wall,Info, information Christmas, Fotos, Videos, Notes Type of applications? No Apps available General goal of the To learn what customers are talking about, counter rumours, handle complaints, promote Facebook page: new offers and competitions

MIGROS OTHER SOCIAL MEDIA Migipedia Twitter Weihnacht YoutubeDialogue users reached 21140 pageviews/day Follower: 477, Following 469 1917 daily pageviews depends: found: Min: 87, Max: 105039 % of users active 5714 users/month 50 tweets in November (21 of them as 1742 monthly users Comments: depends on the answer) video: minimum: 0 (and 1 likes it, 0 dont), max: 57 (and 144 like it, 6 dont like comments)Advocacy % of positive WOM 14/287, or 14/36 evaluative 1-way communication..no direct depends on the video comments comments on the page by others (4 of 21 answers referred actively to a positive tweet) % of negative WOM 22/287, or 22/36 evaluative 1-way communication..no direct depends on the video comments comments on the page by others (5 of 21 answers referred to negative tweets)Support % of users rceived reply 8/287, but 100% of direct Migros gave 21 answers in 1 month, but No interactivity so no answers questions no info on how many askedInnovation % of users proposed 24/287 proposed improvements, 5/21 were answers to improvement No interactivity, so no direct solutions etc (co- 146/287 had new product ideas suggestions contact with employees or the creation) brandBrand Engagement/ Nr. of channels used 5 5 5 5Social presenceCommunication brand manages Yes: Forum somehow retweets, special offers, info indirectly, no direct contact, but No, not directly, no directLeadership communities directly? dissemination, responses and reactive to competition: user generated contact between employees and tweets by others content on the site to engage consumers, only video other users and build dissemination, creative ads etc community; people can share for people to send to their their singing via twitter and freinds themselves facebook with friends offers free content? Youtube spots; what is RSS Feeds User generated content: singing Yes, Videos (Ads) Migipedia Video silent night", free recepies, special offers etc free entertainment Youtube spots No Singing competition (people Creative advertising singing silent night on their webcam and upload it to make the largest choir in the world)

Coop is the second-largest retail group in Switzerland. Close to its customers and organized in Qive sales regions, Coop operates over 1,800 stores and has a workforce of approximately 53,000. Coop is the clear market leader in environmentally friendly and fair-trade products. Coop is also well known for its free weekly magazine called Coopzeitung (in German), Coopration (in French) and Cooperazione (in Italian), read by 3,3 million people. Dialogue Nr. Of total ofQicial pages 1 Pages Nr of likes 4.398 Pages Languages 3 Number of Posts on the Wall 48 Number of comments on the wall 26 Advocacy Ratio of positive messages over negative messages by users (only for 5/1 = 5 posts) Support % of answers to direct questions (only to posts) 6 of 7 = 85,7% % of replies to customer complaints (only to posts) 2 of 2 = 100% Innovation Absolut number of users that propose service/product improvements 1 % of users that propose service/product improvements 1 of 48 = 2% Brand Engagement/ Nr. of channels used Social presence Communication Number of Posts on the wall by the company 15 Leadership Number of comments on the wall by the company 10 offers free content? Yes: Videos, Fotos, Games Linking Value % of users who discuss with their peers using the brand related social 5 of 48 = 10.4% media spaces Other additional What kind of boxes are available? Wall,Info, information Wochen-Quiz, Fotos, Videos Type of applications? No Apps available General goal of the Promote news in Coopzeitung and get customers involved in competitions and quizes. Facebook page Provide customers the opportunity to chat about Coop and Qind like-minded people.ANOMALY: There is no ofcial public Coop page in Facebook. The data above refer to Coopzeitung (a free weeklymagazine published by Coop) which is also available online.

Coop blog Twitter Youtube 1 channel since November 10, 2010 Dialogue users reached* 9% Follower: 4, Following 1 "Channel Views: 176 Total Upload Views: 219" % of users active 52000 users/month 0 0 comments Advocacy % of positive WOM - - - % of negative WOM - - - Support % of users rceived - - No interactivity so no reply answers Innovation % of users proposed - - No interactivity, so no solutions etc (co- direct contact with creation) employees or the brand Brand Engagement/ Nr. of channels used 4 4 4 Social presence Communication brand manages Yes, Coop every month Leadership communities directly? write an average of 5 post, but there arent comments posted by users average of 5 post, but - No, not directly, no No, not directly, no there arent comments direct contact between direct contact between posted by users" employees and employees and consumers, only video consumers, only video about a Coop mini about a Coop mini