Social Listening Programme

Monitors what customers, critics and rivals say about the brand across social, reviews and news, and turns it into logged, scored and routed intelligence for Ugandan and East African clients.

Use When

• The client wants to hear what customers, critics and rivals say about the brand across social, reviews and news.
• Comments, mentions and Google or Facebook reviews need scoring for sentiment (positive, negative, neutral and net sentiment score), share of voice against rivals in the conversation, and ranked themes, in a monthly report.
• A weekly listening routine is needed: tools by budget, crisis-trigger keywords, Mobile Money complaint terms, alert thresholds and a Monday/Wednesday/Friday check.
• Findings must feed content, product or service decisions through an intelligence log.

Do Not Use When

• playbook-reputation-management for responding to complaints and repairing reviews.
• meta-competitor-analysis for full competitor benchmarking beyond conversation share.
• playbook-crisis-communications for running the response once a crisis is declared.
• Stop before collecting personal data beyond public posts or monitoring in breach of platform terms.

Required Inputs