According to the 2018 E Source Social Media Survey, Twitter is still the social media channel utilities use most often to connect with their customers. Facebook, LinkedIn, and YouTube aren’t far behind in popularity. We also asked utilities about successful techniques they’ve developed for boosting engagement on social media. Many utilities use videos and images of two topics—puppies and linemen—to increase organic, nonpaid engagement.

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Contributing Authors

Senior Analyst, Market Research Services

Heather Hilgenkamp designs, implements, and analyzes market research studies. Some of the areas she focuses on are customer experience, social media...

Analyst, Market Research Services

As a member of the market research team, Cory Coggins focuses on collecting and analyzing data related to customer experience, customer...