Configure the Social Hospitality reporting app

The Social Hospitality reporting app, also known as Social Hospitality Dashboards, can be available for hospitality companies that have Medallia Social Feedback enabled and require specific reporting modules for the hospitality industry.

Consider installing the Social Hospitality reporting app for:

  • Hospitality companies with a Medallia Experience Cloud implementation that are setting up Social Feedback for the first time.

  • Hospitality companies with an existing Social Feedback implementation that are in need of a report upgrade.

For more information, see Social Feedback reports.

App installation

Before you request the app installation, verify that the program meets the requirements set in Advanced Social Feedback configuration.

To request the app installation, contact your Medallia expert.

Configure the Social Hospitality reporting app

All apps (including Social Feedback reporting app) are installed by the Medallia Solutions Architecture team, but you are required to complete certain steps after an app is installed.
Note: Most of the steps in this process can be completed independently of the other steps. If you encounter an issue and seek help from your Medallia expert, while waiting to resolve the issue proceed with other steps unless instructed otherwise.
To configure the Social Hospitality reporting app after it is installed:

  1. Configure Dashboards, Responses, Satisfaction and Text Analytics reports.

  2. Configure Text Analytics for Social Media data.

    1. If Medallia Text Analytics is not enabled on your instance, remove all Text Analytics modules in the Overview (Hospitality Corp) dashboard.

    2. The tag pool name used in Custom modules (based on AA2 templates) may need to be updated to the local tag name used on the instance.

  3. If any cross-channel or touchpoint report exists on the home dashboards for frontline or corporate roles, add a data series or module for Social that will link to the social overview tabs installed by the app.

  4. Multiple reports in this app rely on Benchmark Timeperiod. Benchmark timeperiods are assigned to an individual timeperiod in Reporting > Report Helpers > Time > Timeperiods. Ensure you assign benchmark timeperiods for all entries associated with the roles you would like to assign to the new social dashboards.

    Benchmark timeperiod property on Timeperiods screen.

  5. Navigate to Admin Suite Reports and filter to the Social Test Role to view the new dashboards. They should be located under the last navigation tab named Social.

  6. In the Overview (Hospitality Frontline) dashboard:


    1. Remove (Hospitality Frontline) from the dashboard name
.

    2. Update the What are my customers talking about in social channels? section header to link to the Responses Filter tab.

    3. Update the How is my online reputation? section header to link to the Satisfaction Table tab (if exposed).

    4. Update the How do I rank compared to other properties? section header to link to the Ranker Table tab (if exposed).

    5. By default, the Rank in Region custom module (Location Rank AA2) is using ignore user permissions to expand data access. If the Corporate role has a relevant permission context to apply here for their region or some other Unit group, update this module to refer to that permission context. 

    6. Update the How do I compare to my rivals? section header to link to the Local Benchmarking tab (if exposed).

      Overview dashboard for Frontline role.

  7. In the Overview (Hospitality Corp) dashboard:


    1. In the Brand Key Metrics and Brand TripAdvisor Rank Percentile over Time custom report, update the Unit group name referenced in the split to be the brand unit group identifier locally used in your program.

    2. Remove (Hospitality Corp) from the dashboard name.

    3. Update the How is my online reputation? section header to link to the Satisfaction Table tab (if exposed, can also link to responses).

    4. Update the What are my customers talking about in social channels? section header to link to the Text Analytics tab.

    5. Update the How are my brands performing globally? section header to link to the Global Benchmarking tab (if exposed).

      Overview dashboard for Frontline role.

  8. Remove Google and TripAdvisor promote reports from both the frontline and corporate dashboards depending on the scope of the implementation. 

  9. No updates are required to the Local Benchmarking report for hospitality.

    1. By default, the Local benchmarking dashboard pull in the Nearby Rivals lists for a property unless the user’s role is shuttled over on the Rival List Import Settings screen.

      Roles to shuttle over.

  10. Adjust any key metrics or calculations on the dashboards themselves based on client preferences

Restriction: Social media records do not support Dev cycle field for data access.