Advanced Social Feedback configuration

The advanced Medallia Social Feedback configuration process implements aspects of Social Feedback in Medallia Setup that might not be available when configuring to Social Feedback in Medallia Admin Suite. If you are new to Social Feedback, see Configure Social Feedback and Understand Social Feedback data collection.

Important:

  • This configuration requires Medallia Social Feedback Data operation team to complete some tasks on your behalf — it is not possible to implement Social Feedback entirely on your own.

Before you begin

  1. Make sure you or your Medallia expert has reviewed the checkpoint document Social implementation: steps and collaterals, which is part of the delivery assurance process required for all implementations.

    Note: By default, this document is available for internal Medallia teams only; partners may request access.

  2. In the Social Feedback screen, make sure there is an Industry set for the entire company. If the company operates in multiple industries, see Tasks to implement social on multi-industry companies for more details.

    If configuring Custom Rival lists by brand, make sure there is a Brand set for a company (in a single-hierarchy configuration) or organization (in a multi-hierarchy configuration).

  3. There can only be one Main score Feedback field for the entire Social Feedback (for example, Likelihood to recommend).
    Tip: When there are multiple surveys, combine the Main score field from each survey into a K-field. Each field associated with the Main score must have a Choice set data type.

Social Feedback collection

To collect information from social media sites, the Social Media server needs a list of locations to collect data from, and a list of URLs for each location. Follow these steps to provide the corresponding information:

  1. Confirm unit name and address fields to use for Social Feedback data collection are accurate:

    1. Unit name must match what appears in Google Maps, such as Medallia Inc or Medallia (instead of Medallia_123, Medallia [123], Medallia (123), or a Unit identifier). If the name is a code, add another Data field with the actual name, with an Choice set data type of type Text. The name is important because Social Feedback attempts to match the unit name with the online name during Source discovery and Map units stages.

    2. Unit address must be completed and match what appears in Google Maps, such as 575 Market St Suite 1850, San Francisco, CA 94105, United States (instead of 575 Market St Suite 1850, Medallia San Francisco, or Medallia U.S.).

      Important: Social Feedback does not create a canonical property if the Unit name and address are incomplete or incorrect. For more information, see Map units.

    3. From Social Feedback screen, set the Unit Match on Field to the Unit Data field that contains this name and address.

  2. Activate units:

    1. Make sure all units belong to a Unit group that has Social Feedback enabled.

    2. From Feedback > Social Feedback > Member Unit Groups, review the Unit groups to retrieve social data for. See Configure below.

      Note: To deactive units:

      1. From Unit admin screen (Company > Units > Unit admin), remove the Units from the Member Unit group by shuttling it over the left box.

      2. When using Auto Importer Processors, check your import specifications for Org Hierarchy.

      All historical data tied to the Unit is deleted as well.
  3. Review data quality of organizational hierarchy for social relevant fields:

    1. On the Units screen, click Download in Excel at the top right .

    2. Open the report in Excel and add filters. Filter to Active (is_active column = true) units and the Unit group enabled for Social Feedback.

    3. Use the filter to ensure there are no (Blanks), --, or any TESTING values in these fields for all the active units:

      • Address — Always use the built-in Address field that comes with Experience Cloud.

      • Unit — It can be the Unit name field or the field set to Unit Match on Field.

      • Country.

    4. If either the Address, Unit name, or Country field used in matching is not production-level or clean, pause it until all units have clean names into the matching process.

    Warning: Make sure you have a proper process to activate and deactivate units when using Medallia Social Feedback. Improper deactivating units results in data collection issues.

  4. Configure Medallia Social Feedback from the Social Feedback screen. See Social Feedback screen for the definition of each property.

    1. Add the survey Main score to the Overall Score Field. This field determines which score field is displayed in responses for non-social records.

      Warning: The Overall score field set on the Social Feedback screen should be a Feedback or a K-field, but never a System field. If using a K-field, the field's calculation should never refer to the field Overall score with Social media (a_overall_score_with_social_media).

    2. If the unit names are stored in a Unit data field that is not the Unit name field, select a field for Unit Match on Field.

    3. Click Save.

    4. Run a Backfill. During the Backfill, Medallia Experience Cloud recalculates the System fields.

    5. In Member Unit Groups, select the Unit groups to retrieve social data for.
      Important: Do not shuttle over All units. There are costs and risks on improperly running URL discovery for sources that should not be activated.
    6. In Selected Social Media Sources section, choose the sites to retrieve social data for.
      Important: Most sources are industry-specific, so only select the relevant sources for your company. There are costs and risks on improperly running URL discovery for sources that should not be activated.

    7. In Industry, select the industry for the company.

    8. Only if configuring Custom Rival lists by brand. In Brand, select a Category that represents a brand within a company (in a single-hierarchy configuration) or organization (in a multi-hierarchy configuration) in the Social Media server.

    9. Select Enabled at the top.

    10. Click Save.

  5. Contact Medallia Support (selecting Social > Configuration request) and confirm Medallia Social Feedback is active and await confirmation from the Social Data operation team that the URL discovery and data quality checks are completed. This confirmation may take up to two weeks.

    • Include information about the instance, industry, rival reports, and number of units. Make a specific mention if you are planning to pull in Facebook Reviews, and indicate if the Facebook pages have been set up with a "parent-child" relationship. Your customer should be able to provide you with that information.

    • Use this Support ticket to interact with the Social Data Operations team throughout the course of this project. If Rival reports are in scope, see further instructions included below about logging subsequent ticket.

    Important: Data quality and accuracy are not 100% for Social Feedback. Our maximum expected URL coverage is 90% and expected accuracy is 85% depending on the sources and units.

  6. If rival reports are in scope, see Rival lists for details on the different rival lists available. To implement Social Feedback in reports, see Social Feedback reports.

Tasks to implement Social Feedback for multi-industry companies

Companies that cater to more than one industry can keep social data about each industry separate through the multi-industry model. For example, a hotel that also has a restaurant can keep separate track of the social reviews it receives for each of these lines of business, reviewing different social media pages for each.

  1. Configure high-level industry settings for the company:

    • In the Social Feedback screen, make sure there is an industry set for the entire instance.

      Important: This high-level industry serves as a fallback when Unit does not have an industry of its own selected. However, it does not replace assigning each Unit an industry.

    • If the industries run separate surveys, ensure the Overall score field on the Social Feedback screen incorporates the main score from all programs.

  2. Create a Unit group for Unit type (if it does not exist) and, below it, a child Unit group for each industry. These groups facilitate separating reporting and data access by industry.

  3. If cross-industry reporting is required, create additional Unit groups to facilitate this. The most common use case is a large location, like a hotel or a shopping mall, with multiple business within.

    • To report on all businesses within one property, create a Unit group called Property and ensure the units in each industry populate it with the overarching location. This is something the client should be able to pass in the organizational hierarchy file for each industry.

    • Ensure that all new Unit groups are created in the right place under the organizational hierarchy, so that they inherit social data collection features and role-based restrictions.

    • If units are created manually, first create the new unit groups manually on the Unit group configuration screen, then create the units once the unit groups exist and can be assigned.

  4. Create a unit for every location-based unit in the company that requires social data collection. For more information, see Units.

    • The number of units to make for large locations, like a hotel or casino, should be based on the number of URLs those properties have on review sites.

    • Typically, each industry has a separate organizational hierarchy file to facilitate different Unit group roll-ups for each industry in reporting.

    • Refer to Data collection tasks to for the hierarchy file requirements for social data collection to ensure high data quality in URL discovery across the review sites.

  5. Update existing Units to ensure the new Unit groups are populated.

    • If roles have organizational hierarchy filtering enabled and social data collection was previously active, update the Org hierarchy field (a_org_hierarchy) for social records to include the new Unit groups. For more information, see Org hierarchy field.

  6. Before activating Social Feedback collection, assign an industry to every unit on the Unit screen.

    • Each Unit can only belong to one industry. If in doubt, check what social media sites say about the property and how they classify it.

    • Ensure a Support ticket is logged informing the Social data operations team of the new social implementation. This ticket should include the industries being implemented. For more the full set of prerequisites, see Before you begin.

    • The Social data operation team respond with the correct value to assign for each industry on the Units screen. The values available for the Industry field are taken from the 2017 North American Industry Classification System (NAICS). If you do not agree with the value selected, respond to the social team via the Support ticket.

    • Set the Industry field in bulk for Units, use the Bulk feature or map to the Industry field in the user interface with either the name or the industry ID of found in NAICS.

  7. Follow the rest of the implementation steps for activating social data collection after all units have industries assigned on the Units Admin page.

  8. To know what reports are available, see Social feedback reports.

    • Unit groups that refer to industries can be referenced in both standard and custom modules to facilitate industry-specific reporting. If industry-specific data access is required, ensure this unit group is being referenced in the user processors.

    • Units that refer to properties (and other relevant Unit groups) can be referenced in both standard and custom modules to facilitate cross-industry reporting. If cross-industry data access is required, ensure this unit group is being referenced in the user processors.

Restriction: The multi-industry model does not support rival segmentation.

Ongoing maintenance

For complete details on maintenance tasks, see:

Some maintenance tasks require development work or investigation. Contact Medallia Support to:

  • Enable Respond to Social feedback for a certain source, such as submitting management responses to TripAdvisor from Experience Cloud.

  • See reviews for a new social media source. For more information, see Social Feedback sources.

  • Some social media reviews were removed from the review site after Social Feedback imported them, and your company wants those specific reviews removed from Experience Cloud.