Understanding Social Reports
Birdeye’s social report allows you to track the impact of your social campaigns on impressions, engagement, and audience growth. Track likes, retweets, comments, and shares to gain insights into optimizing your social strategy.
NOTE:
To view the social reports for Facebook, X (Twitter), Instagram, and LinkedIn, connect the respective social pages/accounts with Birdeye.
Outcomes Report
Users can view ready-made Social reports in the ‘Outcomes’ tab to help easily track key metrics.
Click the ‘Outcomes’ tab and select ‘Social.’
The following metrics can be viewed and compared under the Social Outcomes report:
| Social Outcomes Report |
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The default time period to view reports is ‘Last 12 months.’ To change it, click the time period.
Under the ‘Filter by’ tab, click ‘Last 12 months.’
Select the desired time period to view reports and click ‘Apply.’
Click ‘Compare period’ to compare the report data based on ‘Previous period’ and ‘Before Birdeye.’
To view the Social reports, click on the 'Reports' tab on the left navigation rail of your Birdeye dashboard. Click on the 'Social' drop-down arrow under the 'Reports' section on the left navigation rail to view the Profile performance, Response trends, Facebook, X (Twitter), Instagram, and LinkedIn reports.
To learn about the 'Profile performance' report, refer to our help center article: How to Use the Social Profile Performance Report.
Response Trends
Businesses can track and optimize response rates across multiple channels, including direct messages and comments, as well as across locations and employees. This feature enables businesses to monitor the number of responded and unanswered messages across different channels and locations. Additionally, it allows businesses to track and compare average response times across all users, providing insights into user productivity.
Important:
Response rate & response time trends are plotted against social channel and Birdeye users for a holistic analysis.
Response rate = (responded ÷ messages received) x 100
Response Time = (reply time - message received time)
The report also adjusts for location business hours.
Select ‘Response trends.’
NOTE:
Response trends are available only for messages received after February 3. Data for messages received before this date will not be available.
Summary
The first section is the ‘Summary.’ This section provides key response trends metrics during the selected period, including ‘Messages received’, ‘Responded’, ‘Response rate’, ‘Average response time’, and ‘Unresponded’.
Messages received: The total number of messages (direct messages and comments) received during the selected period.
Responded: The total number of responses sent (direct messages and comments) during the selected period.
Response rate: The percentage of messages that got a reply, calculated as: (replies ÷ messages received)×100.
Average response time: The average time it took to reply during business hours. For example, if a message is sent at 10 PM and responded to at 10 AM, the response time is 1 hour (9-10 AM). A higher response time is shown in red, as longer response times can negatively impact business performance.
Unresponded: Messages that haven’t received a reply are separated into direct messages and comments. A higher number is shown in red as more unanswered messages can negatively impact business performance.
The data is shown as per the UTC timezone.
Hover over the numbers to compare the data of the past 30 days and the previous period.
Response Rate by Channels
View changes in response rates over time across different channels, for each channel, calculated as (responses ÷ messages received)×100.
Hover over the channel bar to view the response rate by channel percentage and the date.
Scroll down to view the response rate at an individual social channel level. You can view metrics such as ‘Channels,’ ‘Messages received,’ ‘Responded,’ and ‘Response rate.’
Response Time by Users
Response times are calculated based on business hours. For example, if a message is received at 10 PM and replied to at 10 AM the next day, and business hours begin at 9 AM, the recorded response time would be one hour (from 9 to 10 AM). Higher response times are highlighted in red, as longer delays in responding can negatively impact business performance.
View the user name(s), the number of messages they have responded to, and their average response time.
Response Time by Channels
Track changes in average response time over time, across different channels, and within business hours. Higher response times are highlighted in red, as prolonged delays can adversely impact business performance.
Hover over the bar to view the response time by channel along with the date.
Scroll down to view the response time at an individual social channel level. You can view metrics such as ‘Channels,’ ‘Responded,’ and ‘Response rate.’
Response Overview
View messages, response times, the users who responded, and the business location. The table shows the top 100 fastest responses, so some slower ones may not be included.
Location Leaderboard
View location rankings based on message volume, response rate, and reply time during the selected period.
Performance by Followers
The Followers' data represents:
- New- The number of new people who started following you during the selected period.
- Lost- The number of new people who unfollowed you during the selected period.
Once you are on the 'Social reports' page, you can view the historical data aggregated within your account. Select the funnel-shaped icon labeled 'Global filters,' and you'll access the 'Filter by' section to apply filters, allowing you to slice and dice the data for more effective analysis. Use the filters on the right to see the data based on region, city, zip, location, or time period.
NOTE:
To get detailed data for any period, hover over the line graph.
Birdeye users have access to download, email, and schedule Inbox reports. Click on the 'Actions' drop-down menu, and you will find options, which include Download, Email, and Schedule. To learn more about it, refer to the article- Understanding Birdeye Reports: 'Review Reports.'
Additionally, a customization icon allows you to personalize the report. The three-dot icon provides options to download, email and schedule the report. Additionally, it offers functionality to add this report to your personally created dashboard.
To personalize the report, simply click on the 'Customization' icon, and a pop-up screen will appear.
Chart Style: You can enhance the visual appeal of your report by selecting different chart styles for optimal viewing.
Displayed by: Daily, Weekly, Monthly, Quarterly and Yearly.
Filters:
- All locations: You can select any location.
- Past 12 months: You can select the report at any time, as shown in the image.
Compare data: The ability to compare reports in two dimensions: by location and by date range. Now, you have the flexibility to make insightful comparisons within your reports.
After making customizations, click on 'Update' to apply and save the changes to the report.
To learn about understanding creating dashboards within the 'Reports' section, incorporating multiple reports across all modules, refer to the article: A comprehensive guide to Birdeye Dashboards.
- Email: You can get the report in PDF and XLS formats.
- Schedule: Schedule the report via email in both PDF and XLS formats. You can also set the frequency.
- Download: You can download the report in Excel and PDF formats.
- Add to dashboard: You have the option to add this report to your dashboard. Upon clicking, a pop-up will appear on your screen, allowing you to add it to an existing dashboard or create a new one. Once you've made your selection, click 'Add' to include it in your preferred dashboard.
Performance by Page Likes
The Page Likes data indicates:
- New- The number of new people who liked your page during the selected period.
- Lost- The number of new people who unliked your page during the selected period.
NOTE:
Hover over the ‘question mark’ to view what that metric stands for.
Performance by Post Engagement
The Post Engagement data represents:
- Posts- The number of times you have published content for your audience
- Engagement rate (all networks)- A measure of the percentage of your followers who interact with your content.
NOTE:
For a particular date range, the total post count can be zero, and impressions, reach, and engagement count can still be present of the older posts.
Performance by Post Metrics
The Post metrics data represents:
- Impressions- The number of times your posts are displayed on a user’s screen
- Reach- The number of people who view or interact with your posts
- Engagement- The number of times users interact with your posts through clicks, reactions, comments and shares, among other actions.
Top Performing Posts
The top performing posts show the top-performing posts based on post metrics on that social channel.
Click on 'Post details' to view post details that include the date and time the post was published, the channel posted on, the text and media of the post, and the locations/pages successfully posted or failed to post on.
NOTE:
Facebook returns all the post data with timestamps being in UTC, while Top performing posts are shown as per browser time.
Likewise, X (Twitter), Instagram, and LinkedIn also have reports for their performance.
| Channel | Followers report | Page likes report | Post Engagement report | Post metrics report | Top-performing posts report |
| Yes | Yes | Yes | Yes | Yes | |
| Yes | - | Yes | Yes | Yes | |
| X (Twitter) | Yes | - | Yes | Yes | Yes |
| Yes | - | Yes | Yes | Yes |