Social Feedback screen

Feedback > Social Media > Social Feedback

Medallia Social Feedback imports and centralizes feedback from the leading social media review sites. Implementing Social Feedback process involves enabling Social Feedback from this screen. Before you complete the fields on this screen, see Advanced Social Feedback configuration.

Configure Social Feedback

Completing these steps triggers the Unit mapping process and, upon completion, Social Feedback starts the source discovery process automatically. For detailed descriptions of each field, see the Properties section.

  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.

Properties

Enabled
Whether or not the Social Media server can transfer data to Experience Cloud.
SocialMediaOptionsOnly
Whether or not the Feedback Type filter includes Social Media options only. When this checkbox is selected, the All Feedback and All Surveys options are unavailable.

You can restrict the Feedback Type filter to social media options only.

Warning: This property affects every report in Experience Cloud and is not recommended.
OverallScoreField
Main survey score for the company. This property only supports fields with Choice set data type. Feedback and K- fields are supported as values for this field, but not System fields.
Warning: If using a K- field, the field's calculation should never refer to the field Overall score (a_overall_score_with_social_media).
Important: You must run a Backfill after adding or modifying this property. During the backfill, Experience Cloud recalculates System fields.

Experience Cloud merges this score with the data in the Overall Score fields (such as a_overall_score_with_social_media_0_5). These fields are often used in custom modules and Responses Filter reports. In this example Responses Filter report, the score is using a 0–10 scale:

In this example, the overall score shown in the Score Filter (a scale of 0–10), is set by the OverallSocialField.

For more information, see Social media.

UnitMatchOnField

Data field to use when matching social sources to a unit. This should be a descriptive identifier that is recognizable outside of Medallia Experience Cloud. When no field is specified for this property, Experience Cloud uses the unit name instead.

Names for 'Social Rivals' uneditable lists based on Rival Tracker
Name to give the competitor list Social Feedback creates when generating rivals for hospitality companies. Add this name before the rival list is generated for the first time. When this property is empty, Social Feedback uses the default name: Nearby Rivals. For more information, see Nearby Rivals lists.
Names for 'Social Rivals' uneditable lists based on Social Media Server
Name to give the competitor list Social Feedback creates when generating rivals for retail and automotive companies. Add this name before the rival list is generated for the first time. When this property is empty, Social Feedback uses the default name: Nearby Rivals. For more information, see Nearby Rivals lists.
DisplaySocialResponsesInFilterView
Usually selected. Whether or not social responses are displayed in the expanded view of the Responses Filter report.

You can see the expanded view by opening the Responses Filter report and clicking the "Expand" tab.

MemberUnitGroups
Unit groups to enable Social Feedback for. Only include units for locations that are open for business. Units must contain a clean name that matches what appear in Google Maps, such as Medallia Inc or Medallia (instead of Medallia_123, Medallia [123], Medallia (123), or a Unit identifier). You may update the unit name or create a separate Data field to store the clean name and select that one in the UnitMatchOnField property.
Important: Choosing the Unit groups starts the unit mapping process, so you should only move Unit groups over once. Moving units back and forth can result in less accurate data.
SelectedSocialMediaSources
Sources to retrieve social feedback data from. The order the sources appear on the list mirrors the order they appear in report filters; if necessary, use the Sort tab to reorder the sources.
SelectedLeftColumnResponseInvestigatorFields
Data fields to display on the left side of the Responses Form:

The SelectedLeftColumnResponseInvestigatorFields field allows add fields to the left side of the Reponses Form.

Note: When data for a field is unavailable for a particular survey record, it does not appear in the form.
SelectedRightColumnResponseInvestigatorFields
Data fields to display on the right side of the Responses form.

The SelectedLeftColumnResponseInvestigatorFields field allows add fields to the right side of the Reponses Form.

Note: When data for a field is unavailable for a particular survey record, it does not appear in the form.
Parent Brand unit field
Defines the brand for the specified Unit data field (u_field). It is used to search for the Parent Brand identifier.
ReportSocialCoverage
Important: This property has been superseded by Social Feedback auditing report.
Sends an email with two reports:

  • Coverage report — Lists the number and percentage of the found and missing URLs for the company.

  • Missing report — Lists the missing URLs for each source for all active units in the company. The report includes these columns:

UID
Unit identifier in Experience Cloud.
Unit name
Name of the unit.
Unit address
Address information for the unit.
Unit status
Unit status. It brings only active units.
Source
Social media source.
ReportSyncSourcesForAllUnits
Sends an email report with an attachment listing URL matches for each unit in the company.
ReportSourcesForActiveUnits
Sends an email report listing the units that are enabled for Social Feedback and the URLs that are tied to each unit. This report can be used for URL auditing. For more information, see Auditing data collection coverage.
Tip: The report can be very large, as it contains all historical matches. If you open the report through a spreadsheet, apply filters to any of the columns:

  1. Select all of the columns of the report, on the Home tab click Format as Table and pick a format.

  2. Click the arrow next to one of the column headers and select a filter option.

The report includes these columns:

Unit identifier
Unit identifier in Experience Cloud.
Unit name
Name of the unit.
Group ID
ID for the unit in the social media server, that is, the canonical property ID.
Social media source
Source that provided the unit information in the social media server, such as Medallia Experience Cloud, STR, etc.
Auth property match
Status of the match between the unit in Experience Cloud with a Social media server unit. This field displays the same information shown on the Ambiguous links, Missing links, and Existing links screens.

  • AMBIGUOUS — Social Feedback was unable to confidently match a unit in Experience Cloud with a social media server unit, so it is not enabled to collect social feedback.

  • AVAILABLE — The unit is matched to a URL, so it is enabled to collect feedback.

  • MISMATCHED — The unit is not matched to a URL, so it is not enabled to collect feedback.

Source status
Source URL status according to Experience Cloud:

  • AVAILABLE — The URL is tied to a unit.

  • PENDING_REVIEWS — The URL is tied to a unit, but no feedback was found.

  • UNAVAILABLE — The URL is not tied to a unit.

  • MISMATCHED — The URL was marked incorrect by a user.

  • N/A — Not applicable.

URL
URL for a social media source.
Brand
Brand associated to the unit.
Unit address
Address of the unit.
Property name
Name of the unit.
Property address
Address of the unit.
Source ID
ID of the URL.
Property status
Unit status according to Experience Cloud can be:

  • NORMAL — The unit is matched to a URL and Social Feedback is actively collecting social feedback.

  • INVALID — The unit is not matched to a URL, therefore Social Feedback is not collecting feedback.

  • AUTO_AMBIGUOUS — The URL matched to this unit must be approved before Social Feedback will collect social feedback.

  • STALE — The URL was previously matched to the unit, but Social Feedback stopped collecting feedback after a user changed the status of the URL to STALE. Previously-collected feedback remains associated with the unit.

  • REPORTED_MISSING_WAITING_FOR_SCRAPE — A user has recently added this URL and is in the process of collecting social feedback for the first time.

ReportSourcesForInactiveUnits
Sends an email report listing all inactive units enabled for Social Feedback, including the information found in the Social Media server.
SocialReviewConsistencyCheck
Performs a check between Medallia Experience Cloud and the Social media server to verify the Source Configs consistency. No surveys are checked.
SocialConfigConsistencyCheck
Performs a check between Medallia Experience Cloud and the Social media server to verify the Source Configs consistency. No surveys are checked.
ResponsesFormDocumentURL
This property is deprecated. Do not use.
SocialMediaServerEndpoint
Endpoint that connects to the Social media server.
LastProcessedPullId
The pull ID for the last review pulled from the social media server. For internal use only.
LastProcessedMetricsPullI
For internal use only. The pull ID for the last property metric pulled from the Social media server.
LastProcessedSubscriptionPullId
For internal use only. The pull ID for the last subscription synchronized with the social media server.
LastProcessedFieldMappingPullId
For internal use only. The pull ID for the last field definition pulled from the social media server.
Industry
List of industries that can be assigned to a company or organization. Only one industry can be assigned per company. You can override this value in the Unit.
Benchmarking industry
List of industries used by Medallia Text Analytics topics in Global benchmarking report and Local benchmarking report, which should be same as the one selected in Industry. Topics already enabled include Hospitality, Automobile: Dealership, Department Stores, Telecommunications and Limited-Service Restaurants. To add other topics, contact Medallia Support. Only one benchmarking industry can be assigned per company or organization.
LastSocialMediaSourcesSynchronizationHash
Internal use only. The hash of the last social media source synchronization.
RetrieveEpisodesFromSurveys
This property is deprecated. Do not use.
EnableAlertsOnBackfill
Do not use. Whether or not to trigger alerts when importing historical data over 30 days old.
EpisodeStartDateField
This property is deprecated. Do not use.
EpisodeEndDateField
This property is deprecated. Do not use.
AssumedStayLength
This property is deprecated. Do not use.
Brand
Required. 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. The Unit groups that descend from this category are associated to this brand unless there is another brand set in Social Brands field. Only one brand can be assigned per company or organization. To add a new brand, contact Medallia Support.
Parent Brands Unit Group
Optional. Category that represents the Brand hierarchy of a company (in a single-hierarchy configuration) or organization (in a multi-hierarchy configuration) in the Social Media server. The Unit groups that descend from this Category appear under Brand when creating Custom Rival lists by brand. If none is selected, Custom Rival lists by brand defaults to the value set in Brand.
Sub Brands Unit Group
Optional, only for companies that have a second-level brand hierarchy. Unit groups that descend from the category selected in Parent Brands Unit Group field. These Unit groups are listed under Brand together with those under Parent Brands Unit Group when creating Custom Rival lists by brand.