Data collection frequency

Social Feedback collects reviews for all units and rivals (both at a unit and brand level). Data for company units is collected twice a day, and data for rivals is collected biweekly.

Social Feedback collects and stores the social media reviews of Social Feedback clients and of rival companies.

This table displays the collection frequency for the different Unit types:

Unit type	Description	Reports the data is used in	Collection frequency
Company	Units that belong to Medallia's clients.	All reports that are used for surveys; Benchmarking reports.	Bazaarvoice is collected every 3 hours. Only for legacy instances that have Bazaarvoice implemented. Ctrip.com and Priceline are collected once a day. Instagram, LinkedIn, and X (formerly Twitter) are collected in real-time. All other sources are collected twice a day. Each source has a variable schedule that does not follow a predefined pattern. At the time of source discovering, collection is scheduled to run twice a day, and the specific time is calculated based on the time the first collection batch finishes. For example, if source discovery starts at 8:00 a.m., and the first collection batch finishes by 8:15 a.m, then the collection schedule runs daily both at 8:15 a.m and 8:15 p.m.
Rivals (Unit level)	Units that have been identified as rivals by Medallia Experience Cloud. Some rivals are existing customers.	Benchmarking reports for units and regional levels.	Twice a month Note: The exact day of the month is different for each source (for example, Booking.com rivals are collected on a different day than Expedia ones).
Rivals (Brand level)	Units that have not been identified as rivals, but belong to brands the company considers as rivals.	Benchmarking reports for brand rivals.	Twice a month Note: The exact day of the month is different for each source (for example, Booking.com rivals are collected on a different day than Expedia ones).
Non-branded Rivals	Units that are stored in the primary list but are not associated with a company, a rival, or brand rival.	Not used	Never

During data collection, Social Feedback may collect updates for recent reviews, but the goal is to collect new content. Reviews are captured, cleaned, and saved in the Social media server, then replicated in Experience Cloud within a few hours.

For more information, see Data collection frequency and Remove feedback from Experience Cloud.

Each time Experience Cloud collects new reviews, it also collects the responses attached to those new reviews. So, since data collection occurs frequently, Social Feedback also collects any management responses attached to those new reviews.

Consider this example: Social Feedback collects data for Diamond Tel once per day. On most days, Social Feedback only collects new reviews. However, every 3rd, 14th, 30th, and 90th day, Social Feedback will collect Source A reviews and management responses from further back in time (that is, the past 7 days, 30 days, 90 days, or 180 days), and update any reviews and management responses that have changed.

Social Feedback responses are added to previously-collected reviews at this cadence:

Every 3rd time data is collected, Social Feedback collects reviews and management responses from the past 7 days.
Every 14th time data is collected, Social Feedback collects reviews and management responses from the past 30 days.
Every 30th time data is collected, Social Feedback collects reviews and management responses from the past 90 days.
Every 90th time data is collected, Social Feedback collects reviews and management responses from the past 180 days.

This cadence logic helps to keep Social Feedback performance optimized, due to the amount of data that needs to bring in.

Historical collection

A full collection of historical data for sources is carried out when a new unit or URL is registered, or when this process is triggered manually. This process collects all historical data from the current date, going back four years; except for Facebook Reviews, Facebook Post and Comments, Instagram, and X (formerly Twitter), from which historical data is not collected.

Note: There is no support for importing historical records from Social sources. Any Importer that tries to update these fields is not be able to import them:

Author ID (q_socialmedia_author_id).
Author name (q_socialmedia_author_name).
Published date (q_socialmedia_published_date)