COVID-19 Insights

Global Search Trends (Jan 19th - March 27th)

Etude sous embargo jusqu'au jeudi 9 avril à 7H00

PRESENTED TO: DATE: PRESENTED BY:

Yext 4/6/2020 Customer Insights

 COVID-19: Search Impact & Industry Outlook
1/11: China reports 1/30: WHO declares 2/5: Cruise ship in 2/14: France announces 2/23: Italian officials lock 3/12: US restricts travel 3/15: NYC Closes 3/17: France imposes
first coronavirus global health Japan quarantined first COVID-19 death in down 10 towns in response from Europe, NYC Bans Schools, Restaurants nationwide lockdown schools
death emergency outside harbour Europe to surge in cases Large Gatherings & Bars closed in Germany

Total Fact Updates

In the wake of the ongoing global
COVID-19 pandemic, consumers 93,832,630
worldwide are depending on
accurate and up-to-date information
more than ever. Consumer Impressions Delivered

As the situation develops, Yext helps 109,571,954,529

our customers update their core
business data and publish COVID-
related answers - resulting in over The following slides illuminate how global search behavior has evolved
48 Billion impressions delivered from during the COVID-19 pandemic in key consumer industries by
businesses leveraging Yext to comparing trends in aggregated Yext customer data to third-party
consumers across the globe coronavirus-related data sets.

* Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Key Metrics and KPIs
For each region, we explore the relationship between the following metrics by industry:

Yext Metrics COVID-19 Metrics

Search Volume Consumer Behavior Global Trends

Are consumers searching for How have consumers changed When do these fluctuations occur in
business in this industry more how they engage with relation to COVID-19 events for
or less? businesses? each country? Do the reaction times
vary across industry?

Date when search volume Driving Direction

foot traffic in stores
COVID-19 relative % of max Google
Date of Impact deviated from expected levels
Clicks* volume related to COVID
post-COVID
Search Volume

Avg YoY % change in # of Phone Call

traffic to phone lines # of positive COVID-19 cases
Avg Weekly % Searches from 2019 for
Clicks* Reported Cases over time
3/17/20 - 3/19/20
“Avg Weekly %” metric
Trend Website visits to business’s brand COVID related news (ie. first
compared to the week before Country News
(vs Last Week) Clicks* website case, gov’t announcements etc)
3/10-3/12

3
* Dates shown in graphs throughout are 1/19/20 through 3/27/20, compared to a pre-COVID-19 baseline of 1/7/20 through 1/15/20, and year-over-year weekly trends for 1/20/19 through 3/29/19
 Our Methodology
How we focus in on atypical trends and control for expected search volume

Average Growth:
while many businesses experience
consistent growth from last year to this Seasonality: “Coronavirus” Search Interest:
year, we are interested in the atypical by looking at each metric year- by looking at client metrics in relation
growth that occurs as a result of a over-year, to the same day of to Google Trends search interest for
localized change in consumer behavior. week, we reduce noise by the keyword “coronavirus” and
We remove “baseline” growth from accounting for weekly cycles. confirmed COVID-19 cases,
trend analysis. we can draw correlations between
synchronized spikes or dips.

4
* Dates shown in graphs throughout are 1/19/20 through 3/27/20, compared to a pre-COVID-19 baseline of 1/7/20 through 1/15/20, and year-over-year weekly trends for 1/20/19 through 3/29/19
Global Search Impact of COVID-19
Japan
1/15 3/15 ●  Japanese consumers were the first to react. Search volume begins to deviate as early as
First Reported COVID Search 1/25, ten days after the first reported case. Phone calls increase and foot traffic falls
COVID Case Interest Peak

Italy
1/23 3/17 ●  Impact of COVID begins on 2/20. Foot traffic starts to drop for non-essential businesses
First Reported COVID Search while phone calls remains steady until 3/5 - the day after schools and universities are shut
COVID Case Interest Peak

Germany
1/27 3/15 ●  Reacts in late February - grocery store searches spike and foot traffic begins to decline in
First Reported COVID Search hospitality and retail. Phone volume spikes on 3/14 - one day before borders are closed
COVID Case Interest Peak

France
1/24 3/15 ●  Similar to Germany, the impact of the virus is felt in late February as foot traffic decreases.
First Reported COVID Search Phone call spikes on 3/15 - one day after the German market as France closes schools
COVID Case Interest Peak

North America ●  Search volume for Pharmacies rises on 2/24 before foot traffic begins to fall across other
1/29 3/17
First Reported COVID Search industries. Phone calls and website volume increase in early March
COVID Case Interest Peak

U.K.
1/29 2/23 ●  Late decline in foot traffic beginning only after 3/1 when retail and restaurants volume drops.
First Reported COVID Search Search traffic remains relatively constant until 3/6 and phone calls spike on 3/10
COVID Case Interest Peak

5
Industry Outlook: Retail
Grocery and Pharmacy
Volume in this segment has
boomed worldwide. More
than ever, consumers are
searching for information
about which businesses are
open or how and when they
can make a purchase. In
turn, we’ve seen the number
of phone calls and local
website visits increase
significantly across every
country.
6
Clothing and Luxury
Luxury retailers have been
more seriously impacted than
clothing stores, but both
segments experienced
gradual drops in foot traffic
prior to country lockdowns or
mandated closures. In Italy,
we’ve seen website clicks
begin to recover first
alongside a modest increase
in search volume after trends
had bottomed out on 3/14.
Specialty Retail
In North America, specialty
retailers like home
improvement or guns and
ammo stores have seen
significant increases in search,
website, and phone call traffic.
Foot traffic has remained
relatively constant or only
slightly below the norm
indicating that consumers are
continuing to frequent these
businesses when open.
Industry Outlook: Hospitality
Hotels
Hotels were the first to
decline in search volume -
likely as consumer booking
behavior stalled due to
uncertainty around the
developing scenario in each
country. Phone calls have
seen the least deviation from
expected volume when
compared to web and foot
traffic as consumers may be
calling to modify bookings.
7
Car Rentals
Car Rental businesses have
trended very similarly to
Hotels - search volume dips
early in each country
analyzed. In some cases
businesses saw late spikes in
Phone Calls that aligned with
announcements or news
about travel restrictions or
quarantines as consumers
attempt to directly contact
agencies for inquiries.
Restaurants
Restaurant search volume
has been the most impacted.
There are low levels of phone
calls now in countries that
were clear about restrictions,
while the U.S. and U.K see
late spikes in calls likely due
to uncertainty about closures.
Website clicks are least
impacted as many guests
turn to third-party platforms
or order from a local page.
Industry Outlook: Financial Services
Banks and ATMs
Banks and ATMs have seen
elevated search volume
compared to the year prior.
Foot traffic to ATMs is
nevertheless diminished as
consumers prefer to stay
inside when possible. Phone
Calls and Website traffic to
retail branches have
increased significantly since
the beginning of March.
8
Investments and Mortgage
In the US, Investment and
Mortgage businesses saw an
immediate spike in search
volume after 2/19 - the day
the S&P 500 crashed. In the
face of uncertain economic
conditions, clients are most
likely to call their advisors:
phone volume has trended
up with local website traffic
volume trailing not far behind.
Insurance
Search volume for Insurance
agents in the U.S. and
Germany has trended down
less than -25% compared to
last year. Foot traffic is most
impacted as many Insurance
agents have shut down their
offices - however website
and phone call volume
remain close to normal levels
indicating that business is in
fact continuing.
Industry Outlook: Healthcare
Hospital, ER, Urgent Care
In the US, hospitals saw a drop
in directions clicks beginning 3/2
as hospitals started canceling
elective procedures to conserve
space and prevent further
spread of COVID. As a result,
phone calls and website clicks
spiked across medical-care
facilities with more and more
people seeking medical advice
virtually.
9
Doctor, Medical Specialty,
Clinic
With more people searching for
healthcare information without
having to visit a doctor while
sheltering in place, search volume
and driving direction clicks decline for
doctors, specialties, and clinics.
However, consumer uncertainty
around COVID and cancellations of
procedures result in phone call
volume spikes across these sub-
verticals.
How Yext Can Help
●  Temporary Closures: Leverage the Yext Knowledge graph to ensure you are updating your business
hours and/or marking locations as temporarily close

●  Business Descriptions & Featured Message: can be used to provide additional critical COVID-19
related information to consumers that may help drive down unnecessary phone call volume

●  Send real-time updates with social posts: keep customers updated with posts on Facebook and
Google as the situation unfolds in different markets and regions

●  Add Announcement Bar Module: on Yext Pages that can be used to keep users aware of closures
and any other important information you’d like to highlight

●  Optimize on-page CTAs: ensure that your calls to action are aligned to business needs. For example,
add or surface Career Application CTAs for open hiring needs or highlight delivery or e-commerce flows

●  Create Schema-Optimized FAQ Pages: build FAQ pages that will help index or answer questions
from consumers across search engines

●  Answers Free Trial: add FAQs from the CDC to your website at no-cost and participate in a 90 day
free trial that will allow you to build search experiences focused on curating to COVID-related intent

10
 Click here to return to this slide at any point Go to Index

Yext Global COVID-19 Search Index

Click through below to access industry insights and consumer trends for each of the following regions or countries

North America Europe Japan

Italy

France

Germany

United Kingdom

71M 20M 1.3M

Total Fact Updates Total Fact Updates Total Fact Updates

82B 22B 2.3B

Impressions Delivered Impressions Delivered Impressions Delivered

11
* Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Go to Index

North America COVID-19 Snapshot

1/23: First Confirmed 1/31: US 2/28: Stock Market 3/4: California 3/11: 1000 3/12: NCAA basketball 3/12: US restricts travel 3/15: NYC Closes 3/19: State & Local
COVID-19 in North restricts travel Suffers Biggest Weekly Declares State of Confirmed Cases in tournament, NBA & NHL from Europe, NYC Bans Schools, Restaurants Governments Order
America (US) from China Loss Since 2008 Emergency North America seasons cancelled Large Gatherings & Bars Citizens to Stay Home

Total Fact Updates

70,653,357
Impressions Impacted
81,532,950,257
Retail Hospitality Financial Services Healthcare
Trend vs 2018 Trend vs 2018 Trend vs 2018 Trend vs 2018
Clothing -55% Hotels -62% Banks +13% Hospitals +13%
Emergency
Luxury -76% Car Rentals -64% ATMs 10.56% +1%
Room
Grocery +151% Restaurants -57% Insurance -26% Urgent Care -27%
Doctors &
Pharmacy -59.84% Mortgages 58.80% -33%
Physicians
Home Medical
113.70% Investments 4.23% -45%
Improvement Specialties
Guns & Ammo 49.82% Clinics -19%
Wedding
-59%
Services
12
* Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Go to Index

N. America: Retail Search Volume

Pharmacy search volume begins to ramp up just as coronavirus interest ramps up, but grocery search volume
doesn’t skyrocket until coronavirus search interest reaches its peak.

KPIs* Grocery Pharmacy

Grocery Peak | +266% | 3/19

Date of
Impact
3/11/20 2/25/20
Pharmacy Peak | +51% | 3/14

Avg Weekly %
(3/25 - 3/27)
151.26% -59.84%

Trend
(vs Last Week)
-106.80% -97.87%

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* Metrics & KPI Descriptions
 Go to Index

N. America: Retail Consumer Behavior

Grocery
●  The majority of searches are converting into website
clicks for information around stock and hours
●  While searchers need fresh information, many might
already know where their local grocery store is, and
could have no need to click for directions
Get Directions -34%
Pharmacy
●  Similar to grocery, the large spike in searches
converts into more clicks for information, like to a
website or to call a location
●  Directions clicks initially experience only minor
fluctuation from the norm, signalling that people still
went to their pharmacy despite social distancing
Get Directions -81%

Phone Calls 125% Phone Calls -6%

Website Clicks 224% Website Clicks -31%

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N. America: Retail Search Volume

Clothing and Luxury Retail search volume increases shortly after coronavirus interest increases, possibly due to
more working from home or self-isolation, but as fear of outbreak and economic uncertainty looms large, shopping
for “nonessentials” takes a back seat.

KPIs* Clothing Luxury

Luxury Peak | +55% | 2/29

Date of
Impact
3/11/20 2/28/20 Clothing Peak | +16% | 2/29

Avg Weekly %
(3/25 - 3/27)
-54.55% -76.45%

Clothing Plunge | -55% | 3/19

Luxury Plunge | -85% | 3/18
Trend
(vs Last Week)
0.09% 7.72%

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* Metrics & KPI Descriptions
 Go to Index

N. America: Retail Consumer Behavior

Clothing
●  When search views spike on 2/29, driving directions
do not see a correlating spike, meaning that these
searchers are likely clicking on ecom links
●  Shoppers are calling locations for information,
possibly concerning closures, hours, or ecommerce
operations
Get Directions -95%
Luxury Retail
●  With a larger spike in search views than clothing,
some of luxury retail’s searches are still converting
into directions clicks on 2/29, but not many
●  More searchers may be choosing ecommerce sites,
or calling businesses for information regarding
operations or the brand’s response to coronavirus
Get Directions -95%

Phone Calls -69% Phone Calls -84%

Website Clicks -91% Website Clicks -95%

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N. America: Retail Search Volume

While Home Improvement sees an early lift from forward thinking preppers - possibly for masks - outdoor sport
retailers that sell guns and ammo don’t experience a spike until coronavirus interest peaks. Wedding Services
experience a rollercoaster of replanning and cancellations.

Home Guns & Ammo Wedding

KPIs*
Improvement Retailers Services

Home Improvement Peak | +161% | 3/21

Date of Guns & Ammo Peak | +86% | 3/20
Impact
2/25/20 2/21/20 2/28/20

Avg Weekly %
(3/25 - 3/27)
113.70% 49.82% -59.33%

Wedding Services Peak | +33% | 3/4

Wedding Services Plunge | -67% | 3/23
Trend
(vs Last Week)
-22.29% -34.06% 0.94%

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* Metrics & KPI Descriptions
 Go to Index

N. America: Retail Consumer Behavior

Home Improvement
●  Home Improvement clicks to websites
begin rising just as fear of outbreak does,
on 2/25, likely as people seek to stock up
on specific safety items, like masks
Guns & Ammo
●  Phone call and website clicks skyrocket as
coronavirus and economic fears do, likely
for people looking for information around
product availability, store closures, and
ecommerce options
Wedding Services
●  With wedding season approaching just as
coronavirus does, couples explore their
options, seeking information prior to severe
outbreak
●  As outbreak numbers climb, wedding plans
change and services get notified

Get Directions -43% Get Directions -70% Get Directions -95%

Phone Calls 44% Phone Calls 176% Phone Calls -61%

Website Clicks 144% Website Clicks 78% Website Clicks -74%

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N. America: Hospitality Search Volume

As search interest in coronavirus increases, Hotels, Restaurants and Car Rentals experience an inverse trend,
steadily decreasing in search volume since early March.

KPIs* Hotels Restaurants Car Rentals

Date of
Impact
3/11/20 3/12/20 3/11/20

Avg Weekly %
(3/25 - 3/27)
-62.43% -56.62% -63.85%

Hotel Plunge | -54% | 3/19

Restaurant Plunge | -53% | 3/19
Trend
-9.96% -3.63% -8.79% Rental Car Plunge | -56% | 3/19
(vs Last Week)

19
* Metrics & KPI Descriptions
 Go to Index

N. America: Hospitality Consumer Behavior

Hotels
●  All actions see decreases, with directions
clicks decrease significantly during time of
peak coronavirus fear and travel bans
●  Phone calls stay afloat, possibly due to
cancellations or travelers seeking
information
Restaurants
●  While restaurants saw their typical
valentines day spikes prior to the
coronavirus outbreak, clicks and directions
drop significantly as cities shut them down
●  Phone calls see spikes as diners sort out
their options and get information
Car Rentals
●  Similar to hotels travel bans, large event
cancellations, and the temporary shift away
from face-to-face business meetings drive
all actions to car rental businesses down

Get Directions -95% Get Directions -83% Get Directions -72%

Phone Calls -50% Phone Calls 31% Phone Calls -59%

Website Clicks -76% Website Clicks -31% Website Clicks -75%

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N. America: Finance Search Volume

While ATMs, Banks & Insurance experience regular fluctuation, maxes and mins don’t exceed 30% outside of
expected search volume since the coronavirus outbreak.

KPIs* ATMs Banks Insurance

Date of
Impact
3/8/20 3/16/20 3/16/20

Avg Weekly %
(3/25 - 3/27)
10.56% 13.24% -25.71%
ATM Peak | +22% | 3/20
Bank Peak | +26% | 3/20

Trend Insurance Plunge | -21% | 3/17

(vs Last Week)
-6.49% -6.90% -7.51%

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* Metrics & KPI Descriptions
 Go to Index

N. America: Finance Consumer Behavior

ATMs
●  While users still feel comfortable using an
electronic teller as early on in the
coronavirus trend, they choose not to risk
the trip as confirmed counts worsen around
3/8
Banks
●  But users still need to get their banking
done, and as directions clicks experience
mild downturns, clicks to phone calls and
websites double, with the trend starting on
3/16
Insurance
●  While people have been choosing less
face-to-face meetings in recent weeks,
digital and telephonic means of contacting
an agent are nearly undisrupted, with
phone calls and website clicks down less
about 30% at their worst

Get Directions -48% Get Directions -41% Get Directions -84%

Phone Calls -% Phone Calls 94% Phone Calls -28%

Website Clicks -13% Website Clicks 76% Website Clicks -33%

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N. America: Finance Search Volume

As coronavirus trends correlate with stock market decreases, Mortgage & Investment Services search volume see an
inverse trend, as searchers seek sound financial solutions for mortgages and investments

KPIs* Mortgage Services Investments

Mortgage Peak | +71% | 3/16
Investments Peak | +52% | 3/12

Date of
Impact
3/2/20 2/28/20

Avg Weekly %
(3/25 - 3/27)
58.80% 4.23%

Trend
(vs Last Week)
19.80% -13.85%

23
* Metrics & KPI Descriptions
 Go to Index

N. America: Finance Consumer Behavior

Mortgage Services
●  In many cases, people still chose to meet in person,
with directions clicks fluctuating early on in the
coronavirus trend, until dropping in recent days
●  As economic uncertainties mount, people are
contacting their representatives, digitally and
telephonically to try to understand their options
Get Directions -51%
Investments
●  In times of economic uncertainty, especially on days
when the markets experience record drops, bottom
out, or rebound, people may call their advisors to
understand what is going on and what they can do
●  This is especially true on the week of 2/24, on 3/12,
and on the week of 3/16
Get Directions -80%

Phone Calls 82% Phone Calls -14%

Website Clicks -1% Website Clicks -38%

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N. America: Healthcare Search Volume

Emergency Room search volume begins to ramp up at the end of February when the first cases are reported in Seattle, while
Urgent Care search generally trends downward except for a spike on 3/12. Hospital search volume sees mild fluctuation as
people are urged not to go to the hospital unless they experience certain symptoms or other emergencies.

Emergency
KPIs* Hospital Urgent Care
Room

Hospital Peak| +32% | 3/22

Emergency Room Peak | +35% | 3/15
Date of
2/22/20 2/25/20 2/29/20 Urgent Care Peak | +12% | 3/12
Impact

Avg Weekly %
(3/25 - 3/27)
13.07% 1.38% -27.38%

Hospital Plunge | -14% | 3/8

Urgent Care Plunge | -17% | 3/16
Trend
(vs Last Week)
11.55% -19.75% -14.63%

25
* Metrics & KPI Descriptions
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N. America: Healthcare Consumer Behavior

Hospital Emergency Room Urgent Care
●  Directions clicks decline beginning 3/2 as ●  Late January cases of COVID-19 in the US ●  Urgent care experiences a decline in
people are urged to only go to hospitals for spiked ER phone calls website clicks and foot traffic beginning
emergencies ●  Emergency room visits decline on 3/5, with 3/12
●  Website clicks and phone calls spike on phone calls and website clicks resurging on ●  Phone calls continuously increase starting
3/15 likely due to people experiencing 3/15 with people experiencing scary 3/14 likely due to people calling to see if
symptoms and staying in touch with symptoms and seeking medical advice urgent care facilities have COVID-19 tests,
doctors virtually. space, and/or resources.
Driving Directions -70% Driving Directions -55% Driving Directions -56%
Phone Calls 3% Phone Calls 57% Phone Calls 54%
Website Clicks 11% Website Clicks 27% Website Clicks -52%

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N. America: Healthcare Search Volume

After 3/4, hospitals began delaying or canceling procedures to limit in-person traffic. That same week on 3/11, search
volume for Medical Specialties starts to decline, Search for Doctors and Clinics experience a similar decline five
days later on 3/16.

Doctors & Medical

KPIs* Clinics
Physicians Specialities

Date of
3/16/20 3/11/20 3/16/20
Impact

Avg Weekly %
-33.23% -45.14% -19.28%
(3/25 - 3/27)

Doctors Plunge | -36% | 3/25

Trend Medical Specialties Plunge | -47% | 3/25
-9.97% -8.59% -12.56%
(vs Last Week)

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* Metrics & KPI Descriptions
 Go to Index

N. America: Healthcare Consumer Behavior

Doctors & Physicians
●  Phone calls to doctor’s offices first begin to
increase 3/9, a few days after 3/4 when delays
and cancellations began to occur.
●  On 3/15, foot traffic to Doctor’s offices declines
below -42% while phone calls spike up +15%.
Medical Specialties
●  Similarly to doctors, delays and cancellations
for medical specialities result in a phone call
spike after 3/9.
●  On 3/15, foot traffic to Medical Specialty
locations declines below -40% and phone
calls spike up +11%.
Clinic
●  Both phone calls and website clicks to clinics
see an increase due to cancellations beginning
on 3/13.
●  On 3/15, foot traffic to Clinics decline below
-37% and phone calls spike up +15%.

Driving Directions -82% Driving Directions -86% Driving Directions -57%

Phone Calls -28% Phone Calls -39% Phone Calls 1%

Website Clicks -35% Website Clicks -54% Website Clicks -21%

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 Go to Index

North America COVID-19 Snapshot

1/23: First Confirmed 1/31: US 2/28: Stock Market 3/4: California 3/11: 1000 3/12: NCAA basketball 3/12: US restricts travel 3/15: NYC Closes 3/19: State & Local
COVID-19 in North restricts travel Suffers Biggest Weekly Declares State of Confirmed Cases tournament, NBA & from Europe, NYC Schools, Governments Order
America (US) from China Loss Since 2008 Emergency in North America NHL seasons cancelled Bans Large Gatherings Restaurants & Bars Citizens to Stay Home

3/19: Hotels, Restaurants and Car

Rentals lose about half of their
expected volume

3/14-3/19: Search traffic peaks for

Grocery Stores and Pharmacies
at 3.6x and 2.4x normal volume

3/15: Phone calls and website

clicks to Emergency Rooms,
Hospitals, Doctors, and Clinics
2/29: Clothing and Luxury peak
retail search volume surges,
then begins to drop
Week of 2/24: Investment services
begin to experience increased call
volume

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Italy COVID-19 Snapshot

1/26: First COVID 1/31: Italy declares 2/16: Reported cases 2/23: Small towns 3/4: Schools and 3/8: Travel prohibited and 3/9: Lockdown 3/11: All bars and
Case Reported national emergency jumps from 3 to 20 quarantined universities closed public events cancelled extended nationwide restaurants are closed

Total Fact Updates

1,720,129

Impressions Impacted
2,137,527,357
Retail Hospitality Logistics
Trend vs 2018 Trend vs 2018 Trend vs 2018

Clothing -79% Hotels -67% Mailing

+30%
Service
Luxury -95% Car Rentals -95%

Grocery +48% Restaurants -81%

30 * Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Go to Index

Retail: Search Impact

Grocery volume trends at +48% normal levels and has spiked as high as +114% on 3/20 while Clothing and Luxury
retailer search volume dropped on 3/1 - one week after schools and universities were shut

KPI* Clothing Luxury Grocery

Grocery Peak
114% | 3/20
Date of Impact 2/22 2/22 2/22

Avg Weekly %
(3/25 - 3/27)
-78.87% -95.00% 47.85%
Luxury Plunge
-95% | 3/11

Clothing Plunge
Trend -95% | 3/14
(vs Last Week)
11.49% 0.00% 0.78%

31
* Metrics & KPI Descriptions
 Go to Index

Retail: Consumer Behavior

Clothing
●  Consumer foot traffic shows a steady decline
starting 2/22 before volume levels off on 3/12
●  Website traffic and phone volume decline
more slowly with small spikes between 3/8 and
3/10 - likely related to consumer uncertainty
after news that Italy will be prohibiting travel
and suspending public events
Luxury
●  Steady decline in foot traffic beginning on 2/22
before bottoming out at -120% on 3/12
●  Website clicks and phone calls trend similarly
to Clothing retailers - with an initial decline on
2/22 but a spike in volume on 2/29 - possibly
related to announcements from foreign
airliners about flight suspensions to Italy
Grocery
●  Foot traffic begins to gradually decline
beginning 2/20 - 4 days after the number of
cases jumped from 3 to 20
●  Website clicks and phone calls see spikes
beginning 3/8 most likely due to consumers
inquiring about closures in the wake of
government announcements

Driving Directions -95% Driving Directions -95% Driving Directions -87%

Phone Calls -95% Phone Calls -95% Phone Calls 226%
Website Clicks -95% Website Clicks -95% Website Clicks 118%

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Hospitality: Search Impact

Hotels and Car Rentals were the first businesses to see declines in search volume beginning on 2/16 - the same day
the number of reported Coronavirus cases jumped from 3 to 20. Restaurants followed shortly after on 2/22

Car
KPI* Hotels Restaurants
Rentals

Date of Impact 2/16 2/20 2/16

Avg Weekly %
(3/25 - 3/27)
-67.17% -81.05% -95.00%
Hotels Plunge
-69% | 3/27
Restaurants Plunge
-93% | 3/15

Car Rentals Plunge

Trend
-0.12% 9.18% 0.00% -95% | 3/18
(vs Last Week)

33
* Metrics & KPI Descriptions
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Hospitality: Consumer Behavior

Hotels
●  Foot traffic, call volume, and website traffic
all begin to gradually decline on about 2/22
onwards
●  There is a small spike in call volume on 3/8
after government announcements
regarding prohibited travel
Restaurants
●  Driving Directions begin to drop on 2/22
and decline to half last years volume
●  Phone Calls drop on 2/22 but spike on 2/24
and 3/8 following announcements
regarding quarantine in small towns and
suspending events and travel
Car Rentals
●  Driving Directions begin to gradually
decline from 2/23 onwards
●  Phone Call volume peaks on 2/23 at
+111% vs year after small towns are
placed under quarantine and jumps once
again on 3/8 before decreasing further

Driving Directions -95% Driving Directions -95% Driving Directions -95%

Phone Calls -86% Phone Calls -80% Phone Calls -82%
Website Clicks -85% Website Clicks -75% Website Clicks -95%

34
 Go to Index

Logistics: Search Impact

Mailing Services search volume has trended closely alongside consumer search interest in Coronavirus - rising to
+69% on 2/23 (the same date which search interest peaks), again at +65% on 3/8, and a sudden peak of 114% on 3/22

KPI* Mailing Services

Mailing Services Peak
+114% | 3/22

Date of Impact 2/20

Avg Weekly %
29.80%
(3/25 - 3/27)

Trend
(vs Last Week)
-4.35%

35
* Metrics & KPI Descriptions
 Go to Index

Logistics: Consumer Behavior

Mailing Services
●  Mailing Services see a gradual increase in
website clicks on 2/23 and a more aggressive
increase in phone calls, which spike to +135%
on 3/12 - the day after all bars and restaurants
are shut, and again to +198% on 3/22
●  Foot traffic volume begins to gradually decline
on 3/1- about 1 week following the closure of
schools and universities

Driving Directions -62%

Phone Calls 74%

Website Clicks 78%

36
 Go to Index

Italy COVID-19 Snapshot

1/26: First COVID 1/31: Italy declares 2/16: Reported cases 2/23: Small towns 3/4: Schools and 3/8: Travel prohibited and 3/9: Lockdown 3/11: All bars and
Case Reported national emergency jumps from 3 to 20 quarantined universities closed public events cancelled extended nationwide restaurants are closed

2/24-2/26: Elevated Phone

3/22: Grocery phone
2/23: Car Rental phone call Call volume to Restaurants
calls spike at +620%
volume peaks at +111% while foot traffic is down
-30% 3/22: Mailing Services
phone calls peak at
+198%
2/20 - 2/23: Mailing Services
search traffic begins to rise and
spikes to +69% above normal on
2/23

2/16: Hotel search volume 2/26: Clothing and Luxury

and foot traffic begins to retail search volume begins
decline after Valentines day to drop

37
 Go to Index

France COVID-19 Snapshot

1/24: First Reported COVID-19 1/31: WHO declares 2/14: France announces first 2/23: Small towns in Italy are 3/14: France closes all 3/17: France imposes Nationwide
Case appears in Bordeaux international emergency death in Europe quarantined schools and universities Lockdown

Total Fact Updates

1,847,801

Impressions Impacted
2,467,806,983

Retail Hospitality
Trend vs 2018 Trend vs 2018

Clothing -71% Hotels -77%

Luxury -93% Car Rentals -95%

Grocery +176% Restaurants -85%

38 * Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Go to Index

Retail Industry Impact

Retail businesses in France have been heavily impacted by COVID as search volume for Clothing and Luxury Retail
vendors have dropped significantly as COVID search interest rises while Grocery instead has seen a volume boom

KPI* Clothing Luxury Grocery

Grocery Peak
317% | 3/16
Date of Impact 2/28 2/28 2/28

Avg Weekly %
(3/25 - 3/27)
-70.74% -92.60% 176.06% Luxury Plunge
-95% | 3/16

Clothing Plunge
-95% | 3/20

Trend
(vs Last Week)
4.53% 2.40% -14.76%

39
* Metrics & KPI Descriptions
 Go to Index

Retail Industry Impact

Clothing
●  Consumer foot traffic has decreased the
most followed by website clicks likely due
to some peoples’ switch to online shopping
●  Phone calls follow the same downward
trend until 3/15 when we see an abrupt
upward spike due to uncertainty around
which stores are affected by shutdowns
Luxury
●  Driving directions, phone calls, and website
clicks all see a significant downward trend
beginning 2/22
●  Phone calls are the last to decrease likely
due to uncertainty about which stores are
open but not as much as clothing retailers
Grocery
●  Website clicks and phone calls see a
drastic volume increase beginning 3/11
most likely due to online delivery/pick up
orders
●  Foot traffic remains fairly consistent until
3/16 after which we see a drop

Driving Directions -95% Driving Directions -95% Driving Directions -59%

Phone Calls -95% Phone Calls -95% Phone Calls 102%
Website Clicks -95% Website Clicks -95% Website Clicks 309%

40
 Go to Index

Hospitality Search Volume

French hospitality businesses have experienced a progressive decrease in local search volume from last year as
COVID search interest increases beginning with Hotels, dropping -78% from 2/22 to 3/27

KPI* Hotels Restaurants Car Rentals

Date of Impact 2/22 3/8 2/21

Avg Weekly %
(3/25 - 3/27)
-76.53% -85.19% -95.00% Hotels Plunge
-78% | 3/27

Restaurants Plunge
-95% | 3/17
Car Rentals Plunge
Trend -95% | 3/18
(vs Last Week)
-4.79% 7.62% -0.53%

41
* Metrics & KPI Descriptions
 Go to Index

Hospitality Consumer Behavior

Hotels
●  Consumer foot traffic is impacted the most
with a decline beginning on 2/22
●  Phone calls decreasing at a slower rate
than other metrics likely due to customers
calling to cancel/modify reservations
Restaurants
●  Consumer foot traffic is impacted the most
with a decline beginning on 2/25
●  Phone calls and website clicks begin
declining later and slower around 3/8 likely
due to customers still considering carryout
and delivery options
Car Rentals
●  Phone calls increase sharply from
3/13-3/15 likely due to people canceling/
modifying their bookings
●  Website clicks and driving directions start
to decrease around 3/7

Driving Directions -95% Driving Directions -95% Driving Directions -95%

Phone Calls -80% Phone Calls -95% Phone Calls -95%
Website Clicks -89% Website Clicks -90% Website Clicks -95%

Valentine’s Day

42
 Go to Index

France COVID-19 Snapshot

1/24: First Reported COVID-19 1/31: WHO declares 2/14: France announces first 2/23: Small towns in Italy are 3/14: France closes all 3/17: France imposes Nationwide
Case appears in Bordeaux international emergency death in Europe quarantined schools and universities Lockdown

3/16: Grocery website

clicks spike +745% above
normal
3/15: Car Rental phone call
volume peaks at +165%

3/15: Clothing phone calls

peak at 96%, while website
clicks are down -60%

3/8 - 3/10: Elevated Phone

Call volume to Restaurants
while foot traffic is down
-42%
2/22: Hotel search
volume and foot traffic
begins to decline

43
 Go to Index

Germany: COVID-19 Snapshot

1/27: First 1/31: WHO declares 2/1: Germany rescues 2/23: Italy puts 11 2/27: 14 new cases 3/11: Angela Merkel 3/15: Germany 3/16: Stores, 3/22: Contact
COVID case in international Germans in Wuhan with cities in North Italy in North Rhine - publicly addresses closes borders restaurants, and ban is
Bavaria emergency military plane on lockdown Westphalia COVID for the first time schools begin to close announced

Total Fact Updates

4,394,495
Impressions Impacted
4,711,532,119

Retail Hospitality Banking Logistics

Trend vs 2018 Trend vs 2018 Trend vs 2018 Trend vs 2018

Clothing -53% Hotels -76% Banks +2% Mailing

-25%
Service
Luxury -74% Car Rentals -51% ATMs -59%

Grocery +65% Insurance -33%

44
* Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Go to Index

Retail Industry Impact

Retail businesses in Germany have been impacted by COVID as search volume for Clothing and Luxury Retail
vendors have dropped significantly as COVID search interest rises while Grocery instead has seen a volume boom

KPI* Clothing Luxury Grocery

Grocery Peak
129% | 3/22
Date of Impact 3/13 3/8 2/21

Avg Weekly %
(3/25 - 3/27)
-52.55% -74.16% 64.72%
Clothing Plunge
-62% | 3/20
Luxury Plunge
-95% | 3/27

Trend
(vs Last Week)
6.10% -3.93% -52.74%

45
* Metrics & KPI Descriptions
 Go to Index

Retail Industry Impact

Clothing Luxury Grocery
●  Consumer foot traffic has decreased the ●  Website clicks see a gradual downward ●  Website clicks and phone calls see a
most followed by website clicks likely due trend beginning 2/23 with consumer foot drastic volume increase beginning 3/11
to some peoples’ switch to online shopping traffic following suit beginning 2/25 most likely due to increased online delivery/
●  Phone calls see more fluctuation with a ●  Phone calls see a downward trend with pick up orders
downward trend beginning 2/23 until 3/15 more fluctuation and a spike on 3/17 also ●  Consumer foot traffic remains fairly
where we see an abrupt spike - likely due aligning with the stores closing consistent until 3/19 when we see a
to a public announcement that stores will announcement as customers are uncertain downward trend as people are urged to
begin to close on 3/16 if a store is actually closed or not limit trips to the store
Driving Directions -95% Driving Directions -95% Driving Directions -43%
Phone Calls -28% Phone Calls -95% Phone Calls 108%
Website Clicks -60% Website Clicks -95% Website Clicks 127%

46
 Go to Index

Hospitality Search Volume

German hospitality businesses have experienced a progressive decrease local search volume from last year as
COVID search interest increases, beginning with Hotels on 2/23

KPI* Hotels Car Rentals

Date of Impact 2/23 2/19

Car Rentals Plunge

-52% | 3/22

Avg Weekly %
(3/25 - 3/27)
-75.77% -50.82%

Hotels Plunge
Trend -77% | 3/27
(vs Last Week)
-7.54% -20.98%

47
* Metrics & KPI Descriptions
 Go to Index

Hospitality Consumer Behavior

Hotels Car Rentals
●  Consumer foot traffic is impacted the most with a ●  Phone calls start trending downward starting 3/1 but
decline beginning 2/22 and bottoming out on 3/16 trend upwards 3/8 before dropping again starting 3/17
●  Website clicks see the earliest decline beginning 2/15 ●  Website clicks progressively decrease beginning 2/16
●  Phone calls decreasing at a slower rate than other with consumer foot traffic following suit 2/29
metrics likely due to customers calling to cancel/
modify reservations
Driving Directions -95% Driving Directions -69%
Phone Calls -61% Phone Calls -58%
Website Clicks -81% Website Clicks -55%

48
 Go to Index

Financial Services Impact

German financial services have seen a decrease in search volume for ATMs and Insurance beginning 3/6 and Banks
have seen a steady increase in volume as COVID search interest rises

KPI* Banks ATMs Insurance

ATMs Peak Banks Peak

Date of Impact 2/23 2/22 2/19 32% | 3/6 30% | 3/23

Avg Weekly %
(3/25 - 3/27)
1.66% -58.79% -32.64%

Insurance Plunge
-36% | 3/25
ATMs Plunge
Trend
-10.03% -37.03% -6.05% -61% | 3/27
(vs Last Week)

49
* Metrics & KPI Descriptions
 Go to Index

Financial Services Consumer Behavior

Banks ATMs Insurance
●  Consumer foot traffic sees a progressive ●  Consumer foot traffic sees a progressive ●  Consumer foot traffic sees a progressive
decline beginning 3/2 decline beginning 2/28 decline starting 3/2
●  Website clicks and phone calls see sharp ●  Website clicks see a slight decrease but ●  Phone calls begin decreasing 2/15 with
spikes on 3/19 and 3/23 as people turn start increasing again 3/13 website clicks following suit 2/20
towards online and telephone banking
Driving Directions -70% Driving Directions -95% Driving Directions -93%
Phone Calls 44% Phone Calls -49%
Website Clicks 65% Website Clicks -68% Website Clicks -36%

50
 Go to Index

Shipping and Logistics Impact

German Mailing Services experience a slight decrease in local search volume from last year as COVID search interest
increases beginning 3/7, but remain relatively steady.

KPI* Mailing Services

Date of Impact ---

Avg Weekly %
(3/25 - 3/27)
-25.41%

Mailing Services Plunge

-27% | 3/26
Trend
(vs Last Week)
-11.24%

51
* Metrics & KPI Descriptions
 Go to Index

Shipping and Logistics Behavior

Mailing Service
●  German mailing services experience fairly
consistent behavior with phone calls and
website clicks
●  Decrease in consumer foot track beginning 3/1

Driving Directions -61%

Phone Calls -7%

Website Clicks -22%

52
 Go to Index

Germany COVID-19 Snapshot

1/27: First 1/31: WHO declares 2/1: Germany rescues 2/23: Italy puts 11 2/27: 14 new cases 3/11: Angela Merkel 3/15: Germany 3/16: Stores, 3/22: Contact
COVID case in international Germans in Wuhan with cities in North Italy in North Rhine - publicly addresses closes borders restaurants, and ban is
Bavaria emergency military plane on lockdown Westphalia COVID for the first time schools begin to close announced

3/25: Phone call volume

for Banks peaks at
2/22: Clothing and Luxury +112%
foot traffic begins to drop

3/18: Grocery website

2/22: Hotel foot traffic clicks and phone calls
begins to decline spike over +200% above
normal

2/16: Car Rental website

clicks start to decline

53
 Go to Index

UK COVID-19 Snapshot
1/29: First 2/23: Cruise ship 2/28: First 3/4: Discussions of 3/11: WHO declares 3/13: Cases rise to 3/15: Supermarkets 3/16: Johnson urges 3/18: Government 3/20: Johnson
COVID-19 case in returns from Japan; COVID-19 death in possible parliament COVID as a more than 200 in a warn public against to work at home and shuts down schools orders restaurants
the UK positive cases up to 13 Britain shutdown emerge pandemic single day panic-buying avoid restaurants and pubs to close

Total Fact Updates

5,883,641

Impressions Impacted

7,441,414,118
Retail Hospitality Banking

Clothing -63% Hotel -65% Banks +19%

Grocery +385% Car Rentals -70%

Restaurants -95%

54 * Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Go to Index

Retail: Search Volume

As COVID search interest rises, Grocery has seen a volume boom while Clothing brands are beginning to decline.

KPI* Clothing Grocery

Grocery Peaks
Date of Impact 3/6/20 2/21/20 445% | 3/19
519% | 3/24

Avg Weekly %
-62.64% 385.18%
(3/25- 3/27)
Clothing Plunge
-64% | 3/19

Trend
2.01% 30.02%
(vs Last Week)

55
* Metrics & KPI Descriptions
 Go to Index

Retail: Consumer Behavior

Clothing
●  Consumer and website clicks, but both
progressively decline beginning 2/24
●  Phone calls follow the same downward
trend until 3/16 when we see an abrupt
upward spike
Grocery
●  Website clicks see a drastic volume
increase beginning 3/11 most likely due to
online delivery orders
●  Consumer Foot traffic remains constant

Driving Directions -95% Driving Directions -52%

Phone Calls -95% Phone Calls 216%

Website Clicks -95% Website Clicks 632%

56
 Go to Index

Hospitality: Search Volume

Just as Coronavirus search interest starts to increase on 2/23, UK Hotels, Restaurants, and Car Rentals, begin to
decrease in local search volume compared to last year.

KPI* Hotels Restaurants Car Rentals

Rental Car Peak | 30% | 2/9

Date of Impact 2/26/20 2/23/20 2/23/20 Restaurant Peak | 30% | 2/14

Avg Weekly %
-64.56% -95.00% -69.60%
(3/25- 3/27)
Hotel Plunge | -66% | 3/27
Rental Car Plunge | -79% | 3/27
Restaurant Plunge | -95% | 3/21
Trend (vs Last
-23.14% -17.02% -25.19%
Week)

57
* Metrics & KPI Descriptions
 Go to Index

Hospitality: Consumer Behavior

Hotels
●  Consumer foot traffic decline begins on
2/26
●  Phone Calls experience a slight dip 3/4 but
begin to rise again on 3/12
Restaurants
●  Consumer foot traffic decline begins on
2/26
●  Phone Calls begin to decline on 3/3 but
begins to incline again on 3/11
Car Rentals
●  Consumer foot traffic, phone calls, and
website clicks have all declined steadily
since 3/8
●  Website Clicks are the most impacted for
beginning to decline on 3/6

Driving Directions -95% Driving Directions -95% Driving Directions -73%

Phone Calls -61% Phone Calls -88% Phone Calls -60%

Website Clicks -64% Website Clicks -95% Website Clicks -80%

58
 Go to Index

Financial Services: Search Impact

Consumer searches for banks remained steady through the past few months until 3/24 when bank
searches spike up +40%.

KPI* Banks

Date of Impact 3/24/20

Banks Peak
+40% | 3/24

Avg Weekly %
(3/25- 3/27)
18.88%

Trend (vs Last Week) 10.38%

59
* Metrics & KPI Descriptions
 Go to Index

Financial Services: Consumer Behavior

Banks
●  Consumer behavior in banking is impacted beginning 3/9,
where customer foot traffic, phone calls, and website
clicks all begin to decline

●  Then on 3/16, phone calls & website clicks spike back

upward, while customer foot traffic continues to
decrease as expected

●  On 3/27, website clicks are up +189%

Driving Directions -36%

Phone Calls 95%

Website Clicks 189%

60
 Go to Index

UK COVID-19 Snapshot
1/29: First 2/23: Cruise ship 2/28: First 3/4: Discussions of 3/11: WHO declares 3/13: Cases rise to 3/15: Supermarkets 3/16: Johnson urges 3/18: Government 3/20: Johnson
COVID-19 case in returns from Japan; COVID-19 death in possible parliament COVID as a more than 200 in a warn public against to work at home and shuts down schools orders restaurants
the UK positive cases up to 13 Britain shutdown emerge pandemic single day panic-buying avoid restaurants and pubs to close

3/24 Bank searches

begin to increase
3/6 Clothing and retail search
3/1 Restaurant foot traffic volume begins to drop
begins to decrease

2/25: Grocery search

volume begins to
trends up

2/23: Hotel search

volume and foot traffic
begins to decline

2/23: Car Rental search

volume begins to trend down

61
 Go to Index

Japan COVID-19 Snapshot

1/15: First positive COVID 2/5: Cruise ship in Japan 2/19: Testing for 3,011 3/5: Quarantine restrictions 3/16: Restrictions expanded 3/23: Tokyo governer 3/25: 71 tested positive, 41
case in Japan coming from quarantined outside harbour cases on Diamond Princess for visitors from China & to visitors four more warned that lockdown might in Tokyo; panic buying
Wuhan completed South Korea countries be enforced began to trend on Twitter

Total Fact Updates

1,320,714

Impressions Impacted

2,327,942,773
Retail Hospitality Logistics

Clothing -24% Hotel -46% Mailing Services -19%

Grocery +66% Restaurants -46%

62
* Impressions for 1/19/20 through 3/27/20, Facts for 2/1/20 through 3/27/20
 Go to Index

Retail: Search Volume

Japanese grocery search trends follow Coronavirus search trends closely as it rises and falls throughout January
and February; however, more recently as Coronavirus search trends continue to increase, Grocery search trends are
now decreasing and leveling out. Clothing search trends remain steady.

KPI* Clothing Grocery

Date of Impact 2/21/20 1/29/20

Grocery Peak
+307% | 2/29

Avg Weekly %
(3/25- 3/27)
-24.25% 65.75%

Trend
(vs Last Week)
-17.35% -16.76%

63
* Metrics & KPI Descriptions
 Go to Index

Retail: Consumer Behavior

Clothing
●  Japanese clothing brands see a drastic
decrease in customer foot traffic (-75%),
and subtle decrease in phone calls and
website clicks
Grocery
●  Japanese grocery store brands receive
high consumer action through the COVID
time period with two drastic spikes on
1/31(+349%) and 2/28 (+686%)
●  Phone calls to Japanese grocery stores
are particularly high in Japan

Get Directions -75% Get Directions -5%

Phone Calls 27% Phone Calls 78%
Website Clicks -14% Website Clicks 38%

64
 Go to Index

Hospitality: Search Volume

Japanese hospitality businesses have experienced a progressive decrease in local search volume from last year as
Coronavirus search interest increases.

KPI* Hotels Restaurants

Date of Impact 2/8/20 1/29/20

Avg Weekly % Hotel Plunge

(3/25- 3/27)
-24.25% 65.75% -39% | 3/2

Restaurant Plunge
-48% | 2/28
Trend
(vs Last Week)
-17.35% -16.76%

65
* Metrics & KPI Descriptions
 Go to Index

Hospitality: Consumer Behavior

Hotels Restaurants
●  Consumer foot traffic, phone calls, and website ●  Consumer foot traffic, phone calls, and website
clicks have all declined steadily since 2/10 with a clicks have all declined since 2/10
small spike on 2/23 ●  Phone Calls increase suddenly on 3/19
●  Website clicks and phone calls are the least
impacted metrics as guests likely continue to look
for the latest information

Get Directions -83% Get Directions -66%

Phone Calls -44% Phone Calls -67%

Website Clicks -50% Website Clicks -60%

66
 Go to Index

Shipping & Logistics: Search Volume

Japanese Mailing Services businesses experienced a dip in search volume on 2/1, but as Coronavirus trends
increase on 2/23, Mailing Services searches increase as well.

KPIs Mailing Services

Date of Impact 2/21/20

Avg Weekly %
(3/25- 3/27)
-19.49%

Trend (vs Last Week) -13.27%

67
* Metrics & KPI Descriptions
 Go to Index

Shipping & Logistics: Consumer Behavior

Mailing Service
●  Japanese mailing services experience a progressive
decrease in all three consumer actions.
●  Phone calls are consistently the most affected over
the past few months
●  On 3/1, there is a spike in consumer behavior,
specifically for Website Clicks and Phone Calls

Get Directions -39%

Phone Calls -42%

Website Clicks -40%

68
 Go to Index

Japan COVID-19 Snapshot

1/15: First positive COVID 2/5: Cruise ship in Japan 2/19: Testing for 3,011 3/5: Quarantine restrictions 3/16: Restrictions expanded 3/23: Tokyo governer 3/25: 71 tested positive, 41
case in Japan coming from quarantined outside harbour cases on Diamond Princess for visitors from China & to visitors four more warned that lockdown might in Tokyo; panic buying
Wuhan completed South Korea countries be enforced began to trend on Twitter

Grocery search volume peaks

at +307% on
2/26: Clothing and retail
foot traffic begins to 2/29 but levels out 3/9
drop

2/23: Mailing Services

2/26: Restaurant search
search volume increases
volume down -48% and foot
1/29: Grocery phone traffic down -50%
call begin to spike up 2/21: Hotel search volume
and foot traffic begins to
decline

69