Social Media Monitoring
Structured tracking of what customers say about you in public, in Arabic and English, and what your team does about it.
A public complaint is a service failure with an audience. Monitoring is not about counting mentions; it is about knowing which failures are recurring, whether anyone answered, and how long it took.
Automated sentiment tools handle Gulf Arabic badly. Dialect, transliteration and sarcasm defeat them, and the resulting dashboard is confidently wrong. Our coverage combines tooling with human coding by analysts who read Arabic, so a complaint written in Qatari dialect is classified as a complaint.
Mentions are coded against the same criteria as your mystery shopping scorecard wherever the two overlap. That is what allows a single sentence in a report: this branch scores badly on queue time in fieldwork, and queue time is also what customers post about.
Response performance is measured as well as volume — first response time, resolution rate, and how many public complaints were never answered at all. That last number is usually the one that changes behaviour.
The criteria, before we start.
Written against your own service standard, weighted with you, and agreed in writing before any fieldwork is commissioned.
Stages, with the time each one actually takes.
Set the frame
1 week
Platforms, handles, keyword and hashtag set in both scripts, competitor set, and the coding frame agreed.
Baseline
2 weeks
A first pass establishes current volume, sentiment split and response performance before anything is judged against it.
Ongoing monitoring
Continuous
Daily collection, analyst coding, and an alert to your team when a complaint crosses the threshold you set.
Report
Monthly
Themes, movement, response performance, competitor comparison, and what to do next.
What you receive.
- Monthly report with volume, coded sentiment and theme movement
- Response performance: first response time, resolution rate, unanswered rate
- Location-level review score tracking
- Alerting on complaints crossing an agreed threshold
- Competitor benchmark on the same coding frame
Where this service does the most work.
Questions we are actually asked.
Instagram, X, Facebook, TikTok, Google reviews and the review platforms that matter to your sector — TripAdvisor and delivery-platform reviews for restaurants, app store reviews where you have an app.
Because they misread Gulf Arabic. Dialect, transliteration into Latin script and sarcasm all defeat them, and the output looks authoritative while being wrong. Tooling collects; analysts who read Arabic classify.
No. We monitor what is public. Your own WhatsApp business channel is yours to measure, and we will help you define what to measure in it, but we do not read private conversations.
Three fields.
Tell us roughly what you need and a person will reply. No form-fill sequence, no drip campaign.
Let's elevate your customer experience
Ready to uncover the truth about your customer experience? Our team is ready to design a fully customized program tailored to your operational goals, customer journey, and business objectives.