Hear what people are saying before it reaches search
Track conversation and sentiment about your brand or leaders across social platforms, news and forums.
Most reputation problems start as conversation: a post, a thread, a complaint that gathers momentum. Social listening tracks mentions of your brand, leaders and issues across social platforms, news and forums, measures sentiment and reach, and flags spikes early enough to respond.
Who this is for
- Consumer brands and public-facing organisations
- Leadership teams in the public eye
- Organisations managing a live issue
Who it is not for
- Monitoring private individuals' personal accounts without a lawful basis
What the work involves
Query design
Brand, leader and issue terms, with exclusions to cut noise.
Sentiment and reach
Tone and spread, reviewed by analysts, not only by software.
Spike detection
Alerts when volume or negativity rises unusually.
Reporting
Themes, influencers and trends.
How the work runs
- BaselineWe record the current state of every monitored surface and agree alert thresholds.
- MonitoringSearch, reviews, news, forums, social platforms and AI answers are checked on a set cadence.
- Triage and escalationAlerts are graded info, watch, high or critical, with a named owner for each.
- ReportingMonthly reporting shows movement, actions taken and risks ahead.
What you receive
- Listening setup
- Alerts
- Monthly insight report
What we cannot promise
- Closed groups and private messages are not visible to listening tools.
Frequently asked questions
Is automated sentiment accurate?
It is a useful guide. Analysts review significant items because tone and sarcasm trip up software.
Which platforms are covered?
Public posts on major social platforms, news, blogs and forums, subject to platform data access.
How is this different from monitoring?
Monitoring focuses on search, reviews and AI answers. Listening covers the wider conversation.
Can we combine them?
Yes, most clients do.
Is my enquiry confidential?
Yes. You can make first contact without giving your name, we sign a non-disclosure agreement before you share case details, and case files are held in restricted, encrypted storage with access limited to your case team.
Related services
Often combined with
Reputation Monitoring and Intelligence
Search, reviews, news, forums, social and AI answers, watched on a set cadence with graded alerts.
Learn more ProtectCrisis Standby Retainer
A fixed monthly fee for an agreed response time, pre-built plans and a team that already knows you.
Learn more AssessCompetitive Reputation Benchmarking
See how your reviews, search results and AI answers compare with the competitors customers weigh you against.
Learn moreStart with a confidential conversation
Tell us as much or as little as you like. We sign an NDA before you share case details, and we will tell you honestly whether we can help.