Social Feedback

Social Feedback consolidates social data from several public sites into the reports on Medallia Experience Cloud. Social data includes the comments, dates, authors, overall scores, sub-scores, and responses on different Social Feedback sources. Additionally, Alerts and Case Forms are available for Social feedback, as each piece of feedback is treated as a record.

Public feedback posted on social sites can influence opinion and impact business revenues — proactively monitoring and responding to reviews can protect the reputation of the business and influence future sales. In addition, when feedback is public and driving decisions, understanding and tracking relative performance is crucial. Besides collecting feedback about company locations, Medallia Social Feedback collects public feedback of their competitors for comparison purposes.

Social Feedback covers:

  • Providing a centralized view of public feedback — The ability to view public feedback from a single place allows for examining feedback from multiple perspectives. Companies can view aggregate statistics about all public feedback, or filter the responses to read comments gathered from a specific source.

  • Collecting and tracking responses to public feedback — In addition to reading the latest feedback and viewing social reports, respond to it from within Experience Cloud to write responses that are moderated and posted publicly by the social source. After the response is published to the site (which can take 24-48 hours, depending on the moderation process of each source), Social Feedback automatically adds the response to the record.

  • Comparing review scores from company businesses with scores of local and brand rivals — Rival reports compare company businesses to nearby rival locations, graph recent changes in the performance of rivals, and display comments from rival locations. Companies can also create their own Rival lists.

  • Closing the loop — Social Feedback has the same Alert capabilities as surveys. Alerts can be based on social review scores, text that is used within a review, and/or a combination of score and text. Additionally, it support Alert escalations, Case Forms, and Health Watch to make sure users are closing the loop within a set time frame.

    Restriction: Alerts cannot be triggered for feedback with a date older than 30 days.

  • Integrating comments from social media sources into Text Analytics reports (for companies with Text Analytics only) — Companies with Text Analytics can see their social feedback analyzed in the same Text Analytics reports that are used to extract meaning from survey responses.

  • Integrating with TripAdvisor — Social Feedback pulls in public reviews from TripAdvisor via an API, and integrates them into Social Feedback reports, where they can be compared to review data from other sources.

    Restriction: TripAdvisor integrations are only available to review hotels and restaurants, but not meeting rooms.
For examples of reports that integrate data from social media, see Social Feedback reports.

Social Feedback data collection

Medallia Social Feedback collects public feedback specific to each location. Feedback from monitored sites are stored in the Social media server and accessed by Experience Cloud. See Social Feedback sources for all the monitored social media sites.

Feedback flows into the Medallia platform via the social media server.

Social Feedback uses a subscription model to automate the main tasks involved with enabling companies for Social Feedback. In particular, it automates the unit mapping and source discovery process, and uses a human moderation framework to resolve ambiguous unit mappings and URLs. The resulting unit mappings and URL mappings are more reliable than any other method.

For information about how Medallia Experience Cloud collects social media data, see Understand Social Feedback data collection.