Social Feedback reports

Medallia Social Feedback reports empower companies to respond promptly to negative reviews, uncover trends and opportunities for improvement, and rank each company location against nearby rivals. Specifically, companies use Social Feedback reports to:

  • View and respond to social reviews.

  • Track and analyze satisfaction metrics associated with social reviews.

  • Benchmark company locations against nearby competitors.

This table outlines reports that feature data from Social Feedback:

ReportScope
Exclusive to companies with Medallia Social Feedback.

  • Dashboards

  • Responses reports

  • Satisfaction reports

  • Text Analytics reports (for companies with Text Analytics)
    Note: You can filter the Sentiment Impact and Topic Investigator reports for either social data or survey data, but not for both types of data at once. Additionally, analysis of comments from rival locations is not included Text Analytics reports.
Integrates Social Feedback data.

Both for feedback and management responses. For management responses, we can manage the time for any field tracked in Medallia Experience Cloud. Practically, you can use this either when an alert is closed, when the response is sent, or published using a Formula field. Management response time is used to calculate the health check.

Does not integrate any Social Feedback data.

To use Social Feedback reports, oles need one or more of the Social permissions listed listed in Administrative permissions.

For more information, see:

Social feedback in Dashboards

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.

For frontline managers, Dashboards help them track incoming social reviews and the management responses associated with them:

Recent Social Media responses module shows reviews left in different source sites.

Alternatively, corporate-level modules reveal big picture insights. In this example, modules show how the company is performing over time compared to other brands in different segments:

Corporate-level reports allow you to compare the social media scores of brands and properties.

You can also use or build your own custom modules using the available social feedback. For more information, see Custom modules.

Social feedback in Responses report

In Responses reports, Feedback from social sources appear alongside other feedback, such as survey responses. Filer social data using the Feedback type and Score filter filters.

Filters and control panel

The dropdown for Score filter reveals how the scale for survey scores compares to the 1–5 scale used by most social media sources.

Layer 1 1 1 2 3

  1. Filtering options for Social Feedback.
  2. Survey score.
  3. Social score between parenthesis.

Responses List reports

Responses List displays feedback from social sources alongside other feedback signals, using Social Feedback sources official logos to identify where each response is coming from. If applicable, a separate column shows the status of any Alert to each social feedback record:

Logos reveal the source of each response.

Social Networking sources do not have satisfaction scores or ratings. To address this issue, Social Feedback leverages Medallia AI SocialStar to assign a satisfaction sentiment — equivalent a star-rating — to social networking sources posts, using a 1 to 5 scale, where 1= Strongly negative and 5= Strongly positive.

For more information, see Social Feedback scores.

Responses Form reports

When clicking an individual response from Responses list report, Responses Form drills down on specific details such as comments and activity, as well as allows for responding to feedback.

Full detail of a Facebook response in the Responses Form report.

Restriction: Under Follow-Up Information section, Social Feedback only displays Unit name, K-fields, and Customer Review sources fields.

For sources that allow responding within Medallia Experience Cloud, you can compose the message directly from Medallia Web reporting. For example, this image shows how to respond to a Facebook Post and Comments feedback submitted by a Facebook user:

Responding to feedback received through Facebook Posts and Comments.

For more information on how to respond to feedback, see Feedback responses in Responses Form report. For more information on how Feedback responses work for Social Feedback, see Respond to Social feedback.

For Facebook Reviews and Facebook Post and Comments, click View Thread and a side panel opens to the right showing the original post and comments. Facebook thread shows up to 3 levels of comments. After the third level, it shows all comments at the same level.

To view the original Facebook post in the Facebook page, click Original Post. Then, you are redirected to the Facebook page.

Opening a Facebook thread in Responses Form report.

Export reports

On any report, click Download icon. to download the report to your local device, then select between the available formats for that report.

To schedule a regular export or specify more advanced filters and segmentation rules, see Exporters.

If exporting record-level data from Social Feedback, keep this data on a separate report from survey response data, as segmentation fields vary between both.