Social Feedback sources
Medallia Social Feedback collects information from different sources, which are social media sites that include public feedback such as reviews, posts, and comments connected to a particular unit, which represents the company location.
Social Feedback divides sources into two categories:
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Customer Review sources — These are social sites where individuals can write specific reviews, such as rating a service and make additional comments. For more information, see Customer Review sources.
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Social Networking sources — These are social networks where individuals make comments and posts by sharing them with their network. For more information, see Social Networking sources.
You can manage and monitor any of these sources by creating a Social source management dashboard using the Social Sources Management module. The active sources that appear listed in that dashboard should be the ones chosen under the Selected social media sources property in Social Feedback screen.
If you have access to Admin Suite, you can configure Social sources and their URLs directly there. For more information, see Configure Social Feedback.
Source URLs
Each available social source requires you to provide specific URLs for Social Feedback to retrieve the feedback data from. URLs are the web addresses from a particular source that contain the social feedback you want to collect associated to particular unit.
For more information, see Configure Social sources.
Source fields
Each social source has, at least, these fields:
- Comment
- Content of the review, post, or comment.
- Response date
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Date when feedback was left on the source site. Social Feedback displays responses using specific dates (
MM/dd/YYYY) and time. For sources that usemm-YYYYformat, Social Feedback displays it asmm-01-YYYYformat. If available, the specific hour is also provided; otherwise, hour is set to12:00.Important: Some sources use generic time references, such as Just now or A week ago instead of specific time stamps, which may complicate the exact mapping of the Response date. - Overall score
- The scale for scores varies depending on the source. For more information, see Customer Review sources. Note that Social Networking sources do not have scores; see Social Feedback scores for details.
- Unit ID
- ID of the Unit Social Feedback is collecting feedback from. It is completed when the survey associated to the social feedback is created in Experience Cloud.
- Unit URL
- URL tied to the Unit
- User ID
- ID of the User.
Some sources may also have some of these fields:
- Author (
q_socialmedia_author) - Name of the person leaving a review.
- Author description (
q_socialmedia_author_description) - Information about the person leaving a review. Only used by Holiday Check.
- Author homepage (
q_socialmedia_authorurl) - Mainly used by Social Networking sources. Takes you to the profile of the person writing a post or comment.
- Author ID (
q_socialmedia_author_id) - Identification of the person leaving a review, post, or comment. Each source generates its own ID.
- Author email (
q_socialmedia_author_email) - Email of the person leaving a review.
- Author name (
q_socialmedia_author_name) - Name of the person leaving a review.
- In reply to comment (
q_socialmedia_in_reply_to_comment) - Used by Facebook Post and Comments and X (formerly Twitter). Post, comment, or tweet being responded at.
- In reply to URL (
q_socialmedia_in_reply_to_url) - Used by Facebook Post and Comments and X (formerly Twitter). Link to the post, comment, or tweet being responded at.
- Location (
q_socialmedia_location) - Location for the person leaving a review. Only for Agoda, Booking.com, Cars.com, Expedia, TripAdvisor, and X (formerly Twitter).
- Review URL (
q_socialmedia_url) - URL of the review. For some sources, it stores the source site instead of the specific review.
- Subject (
q_socialmedia_subject) - Review title.
- Social media source (
q_socialmedia_mediasource) - Number that assigned to a source. For example, Google is 19.
Several sources also have additional fields specific to them. For more information, see Customer Review sources. For information on Social Feedback System fields, see Social Feedback.
Source data collection
Source data is collected in different frequencies, as described in Data collection frequency . Sources that collect historical feedback don't collect anything older than four (4) years. For reporting purposes, you can access source-specific feedback by referencing fields in the survey and social media review data type property. For more information, see Social Feedback data in reports for creating reports that use social media data.
Customer review sources scores
Social Feedback can collect and consolidate social data from several social review sources, which use various scoring methods to measure overall satisfaction. For example, TripAdvisor uses a 1–5 scale but Priceline uses a 1–10 scale; the score originating from each site is the native score. When aggregating scores from multiple sources, Medallia Social Feedback normalizes the native scores to a common scale. Scores are normalized to either a fractional value or a rounded value.
For more information see Social Feedback scores.
Source issues
When something changes about a source, unit, or rival, certain actions need to be carried out to ensure that the data in Medallia Experience Cloud remains accurate and consistent with the social sources. In some scenarios, all issues are sorted out automatically, though other scenarios require manual actions.
For more information, see Social Feedback data quality.
