Social Feedback data in reports

Social Feedback data can be part of different reports in Medallia Experience Cloud, such as:

Dashboards, Responses, Satisfaction and Text Analytics reports

Dashboards provide role-based summary reports to users, and contain one or more modules, which are the tables, charts, graphs, and so on that present Social Feedback data to users.

Responses reports display responses to surveys and social media feedback and can be used to manage individual customer or employee feedback.

Satisfaction reports show satisfaction based on survey responses and social feedback. You can view scores for rating scale elements in various formats, analyze scores by segments, and benchmark scores against previous time periods or between different levels in the organization.

Text Analytics reports provide meaningful insights from qualitative feedback so that you can prioritize the most pressing issues and make informed decisions.

When configuring Dashboards, Responses reports, Satisfaction reports, and Medallia Text Analytics reports that include Social Feedback data:

  1. Configure Text Analytics reports for social data.

  2. Configure Social Feedback data in Dashboards, Responses reports, Satisfaction reports, and Text Analytics reports.

  3. From the Standard reports screen, publish the following Social Feedback reports to make them available from Reports Navigation:

    • Rival lists (COMPETITOR_LIST_SETUP) — Lists that compare a unit against one or more competitors. See Rival lists for more information.

    • Rival comparison (COMPETITOR_OVERVIEW) — Compare and see Rivals scoreboard. For more information, see Rival reports.

    • Rival responses (COMPETITOR_RESPONSES_FILTER) — Social sources reviews for Rival locations. For more information, see Rival reports.

    • Source Settings & Issues (CONFIGURE_SOURCES) — Shows the social sources available for the instance. See Social Feedback sources for more details.

  4. In Admin Suite Reports, add these social fields as columns to Responses List report:

    • Overall score with social media (a_overall_score_with_social_media_native) — You can add the field to an existing Responses List report shared by various roles, or you can create a new Responses List report for roles with social media. Users will not see social media data until a reporting permission is assigned to them. Remove any other Overall Score survey fields from the report to avoid displaying duplicate data.

    • Social Media Comment (q_socialmedia_comment) — You can add the field to an existing Comments Report shared by various roles.

    For more information, see:
    Note: Besides the Social Feedback System fields, this information is mapped to Event fields:

    • First name (e_firstname) — Name of the social media feedback author.

    • Language (a_survey_language) — Language of the social media feedback.

    • Response date (e_reponsedate) — See Source fields for details.

    • Unit ID (e_unitid) — See Source fields for details.

  5. Once Medallia Social media is enabled, assign the necessary Social and Community Features permissions to user roles so they can see:
Tip: Check Social media capabilities to make sure all required permissions are assigned to user roles.

Custom modules

Custom modules can display Social Feedback data in fully customized tables, graphs, and other data visualizations on your dashboards. Though they provide greater flexibility, they also require more configuration through the Medallia Advanced Analytics XML framework (also known as Advanced Analytics, or AA2). For more information, see Custom Module.

When configuring Custom modules for Social Feedback reports:
  1. As you create new custom modules, select the appropriate Data type option In the Settings tab of the Module Template editor:

    • If you are creating modules with social media data about your company only, choose the Survey data type.

    • If you are creating reports that include social media data about your company's rivals, choose the Social media review data type. Note that when using this data type you can only reference the Social Feedback System fields.

      Tip: Modules using the Social media review data type often run slower, so minimize the number of rows and columns on these reports.

      The options for Data type are: Survey, Invitation, Tag, and Social media review.

  2. For hospitality companies with STR Rival lists only, navigate to the Rival List Import Settings screen and verify that STR rival lists are the default for the relevant roles. Otherwise, when you split on rivals in custom modules, the social-media-unit-split element uses rivals from Nearby Rivals lists.

  3. When using Custom modules, these Medallia Advanced Analytics XML framework elements might help:

    • socialmedia-source-split — Split surveys according to their social media source (for example, TripAdvisor, Hotels.com, Expedia, etc.).

    • socialmedia-split — Creates one row/column for each value of a social media field.

    • socialmedia-unit-split — Splits on company and/or rival units. It can be used together with socialmedia-rivals-split to generate a report that has units on one axis and the score for the rival set of each unit on the other axis.

    • socialmedia-unitgroup-split — Splits on the children of a unit group for social media data set.

    • multi-filter — Filters survey fields.

    • social-multi filter — Filters social media fields.

    • social-unit-multi-filter — Filters social media fields and Unit group segments.

    Full descriptions of Medallia Advanced Analytics XML framework elements are in the XML documentation, accessible from the XML reference link.

    XML Reference opens a detail guide on Medallia Advanced Analytics XML framework

  4. Once Medallia Social media is enabled, assign the necessary Social and Community Features permissions to user roles so they can see the reports that include custom modules.