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The Power of Social Media Data with VoC - Social Insight Integrations

In today’s digital world, social media is not only a communication channel for brands and institutions; it has also become a real-time laboratory of emotions, experiences, and perceptions.
Customers, consumers, and citizens now share their experiences not only through surveys but directly on social media.
That’s why each of the Voice of Customer, Voice of Consumer, and Voice of Citizen systems generates distinct yet complementary insights when integrated with social media.

Track your customers on social media, too!

Voice of Customer analyzes customers’ direct interactions with the brand: post-purchase satisfaction, contact center feedback, digital service experiences…
But social media integration greatly expands this picture.

With Voice of Customer + Social Insight integration:
• Directly tagged mentions about the brand (mentions, tags, hashtags) are analyzed.
• Complaints, praise, and support requests automatically flow into the VoC panel.
• Social media sentiment is interpreted alongside survey scores (e.g., NPS, CSAT).

Thus, brands answer not only “is the customer satisfied?” but also “what is the customer feeling right now?”
These data can be continuously monitored through the CX Fusion Index (CXFI) or brand-specific indices.

Enrich your market pulse with social media!

Consumer behavior is no longer read only from sales figures or customer surveys. Real insights are hidden in voices outside the brand — that broad audience who aren’t yet your customers but talk about your industry, compare, question, and recommend. This is where Voice of Consumer captures that unseen voice.

With Voice of Consumer + Social Insight integration:
• Posts about your product category,
• Comments about competitor brands,
• Emerging needs and emotional trends…

This allows brands to track not only their own performance but also the overall pulse of the industry.

These data are combined with metrics such as the Consumer Brand Fusion Index (CBFI) offered by VoC or custom indices you define.

Listen to the voice of the citizen across all channels!

With Voice of Citizen + Social Insight integration:
• Citizens’ posts about institutions or politicians are classified by topic and sentiment.
• Conversations about public services, municipal performance, or political messaging are monitored in real time.
• Waves of crisis or satisfaction are detected instantly and communication strategies are quickly adapted.