Social Listening
Not all feedback comes through a survey. Customers talk about you on social and online channels every day — and Social Listening brings that public conversation into Insights so you can act on it, not just the feedback you asked for.
Track mentions of your brand, your products and even your competitors, and see how the conversation shifts over time.
A specialized, connected data source
Social Listening isn't a standard survey report — it draws on an external social-listening feed connected specifically for your organization. If you don't see it in your menu, or you'd like to add channels to monitor, talk to your account team about setting the integration up.
What you'll see
- Mention volume over time — how often you're being talked about, and when
- Sentiment — whether the conversation is positive, negative or neutral
- Reach and engagement — how far mentions travel and how much people interact with them
- Trending topics and hashtags — what's gaining momentum right now
- Spikes — sudden jumps in activity that may need a fast response
- Source filtering — narrow the view to a specific channel or platform
Open social listening
Go to Insights → Social Listening.
Set your date range
Choose the period you want to monitor.
Read volume and sentiment
See how much is being said and the overall tone.
Explore trending topics
Spot the topics and hashtags rising in your space.
Filter by source
Focus on a single channel to understand where conversation is happening.
Watch the spikes
A sudden spike in mentions can signal either a viral win or an emerging issue. Check the sentiment alongside the volume so you know which one you're looking at — and can respond before it grows.
Pair Social Listening with your survey CX metrics to see whether the public conversation matches what customers tell you directly.