Customer Voice: social, community, and reviews

Who this is for

Brand and community operators following mentions of the brand on social and forum platforms, plus operators tracking review platforms for sentiment and star-rating trends.

Where these live now

Social and community listening and review analytics are now tabs on the single Customer Voice page (/intelligence/social). The page has three tabs: Social & Community, Reviews, and Voice of Customer. Voice of Customer is documented in Brand claims and voice of customer.

Use the Social & Community tab for real-time chatter and editorial cues. Use the Reviews tab for star-rating programmes and longitudinal sentiment analysis.

Social & Community tab

On the Customer Voice page, select the Social & Community tab. It is titled Social & community, subtitle "Track social mentions and community discussions about your brand."

Pick a site. Summary cards show Total mentions, Platforms (badges per platform count), and Sentiment breakdown.

Sub-tabs

• Mentions. Each row shows platform badge, author, content snippet, View source link, and an engagement count. Empty copy. "No social mentions yet. Run an audit with social listening enabled."
• Questions. Community threads with title and body, platform, Content gap badge when flagged, upvotes or answers, and a View link. Paginated separately from mentions. Empty copy. "No community questions yet."

Reviews tab

On the Customer Voice page, select the Reviews tab. It is titled Review intelligence, subtitle "Analyse reviews and sentiment across platforms."

• Summary: Review sources, Total reviews, Average rating with star visualisation.
• Review cards list the rating, source, excerpt, and metadata.

Empty copy. "No review data yet. Run an audit with review analysis enabled."

Practice

• Triaging: use the Social & Community tab for real-time chatter; use the Reviews tab for star-rating programmes and longitudinal sentiment.

Related

• Brand claims and voice of customer.
• Community questions and query clusters.
• Intelligence overview.