Service
Social Media Response Audits
Evaluate how quickly and well your brand responds on social channels.
The problem we solve
Customers expect fast social responses but brands rarely measure how they actually perform.
What is evaluated
- Response time
- Tone & brand voice
- Resolution quality
- Escalation handling
How the programme works
We send controlled, realistic social enquiries and score your brand's responses against defined service standards.
Deliverables
- • Social response scorecards
- • Channel benchmarks
- • Tone analysis
- • Recommendations
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Social media response audits
Customers in the UAE increasingly contact brands through Instagram, Facebook, X, TikTok, LinkedIn and WhatsApp Business, and they expect fast, helpful replies. Social media response audits send realistic enquiries and complaints through these channels and measure how quickly, accurately and professionally your brand responds.
What we measure
- Response time on direct messages and public comments
- Tone and alignment with brand voice in Arabic and English
- Accuracy and completeness of the answer
- Escalation handling for complaints and sensitive issues
- Conversion to the next step, such as booking, call-back or store visit
Deliverables
- Social response scorecards by platform
- Tone and brand-voice analysis
- Benchmarks against competitors where requested
- Recommendations for response templates, escalation paths and team coverage
Frequently asked questions
Which platforms can you audit?
Instagram, Facebook, X, TikTok, LinkedIn and WhatsApp Business are the most common, and others can be added.
Do you post public complaints about our brand?
Scenarios are agreed with you in advance. We can test public comments carefully, but most programmes focus on direct messages to avoid any reputational impact.
How often should social response be audited?
Monthly checks work well for brands with high social traffic, especially around campaigns and peak seasons.
Let's talk
Ready to see what your customers really experience?
Request a corporate proposal or book a CX consultation with our team.