With BrandMentions, you can track what customers say about your brand in real time, uncover insights behind their opinions, and transform that feedback into actionable improvements.
This guide explains exactly how to use BrandMentions to collect, organize, and analyze customer feedback in a structured, data-driven way.
🎯 Step 1: Define What Feedback You Want to Track
Before collecting any data, determine what kind of customer feedback matters most to your business.
Ask yourself:
Do I want to monitor product satisfaction or service quality?
Am I tracking customer pain points or feature requests?
Should I focus on my brand, a campaign, or specific product lines?
Once defined, create a new project in BrandMentions and include relevant keywords, product names, hashtags, or competitor references.
💡 Example: A tech brand might track phrases like “great battery life,” “app keeps crashing,” or “best customer support.”
🔍 Step 2: Collect Feedback Across All Online Channels
BrandMentions scans the entire web including social media, blogs, forums, news sites, and review platforms giving you a complete picture of what customers say and where they say it.
To collect feedback effectively:
Set up your main project with your brand name and product keywords.
Add secondary keywords that capture feedback terms (e.g., “love,” “disappointed,” “wish it had,” “problem,” “recommend”).
Let BrandMentions automatically pull in real-time mentions matching those terms.
📊 Unlike surveys, this feedback is organic and unbiased real opinions from real customers.
🧩 Step 3: Identify the Authors Behind the Feedback
Each mention inside BrandMentions includes details about who posted it the author, platform, and reach.
Open the mention in your dashboard.
View the Author panel to see their name, profile link, and engagement influence.
Determine if they are a regular customer, a brand advocate, or an influencer.
Understanding who is giving the feedback helps you segment insights by customer type everyday users, loyal fans, or influential voices shaping your reputation.
👀 Knowing the author gives context to the comment and helps personalize your follow-up.
💬 Step 4: Analyze Customer Sentiment Automatically
BrandMentions uses AI-driven sentiment analysis to automatically categorize feedback as positive, neutral, or negative.
Here’s how it helps:
Positive feedback: Identify what customers love most and reinforce it in marketing.
Negative feedback: Detect product or service issues before they escalate.
Neutral feedback: Spot improvement ideas and unmet expectations.
You can view sentiment trends over time in your dashboard or reports to see how perception changes after campaigns, launches, or PR events.
💡 Sentiment analysis turns raw opinions into measurable brand health indicators.
📊 Step 5: Filter and Segment Feedback for Deeper Insights
Use BrandMentions’ advanced filters to narrow your analysis:
By sentiment: Focus on negative mentions to fix problems quickly.
By source: Compare feedback from social media vs. blogs or forums.
By language or region: Identify local issues or regional brand perception differences.
By timeframe: Analyze feedback before and after product updates or campaigns.
You can save filtered views as custom segments for continuous monitoring.
🎯 The goal isn’t just to read feedback — it’s to understand patterns that drive decisions.
⚙️ Step 6: Engage and Respond to Customer Feedback
Customer feedback is only valuable if you act on it.
Reply directly to positive mentions to show appreciation.
Address negative feedback with empathy and solutions.
Share constructive insights with your product or support teams for resolution.
Follow up after fixes or improvements customers notice when you listen.
💬 Turning feedback into dialogue strengthens trust and demonstrates authentic care.
🧾 Step 8: Generate Feedback Reports and Share Insights
Turn your data into clear, actionable insights using Reports in BrandMentions.
Include key sections like:
Overall sentiment trend
Volume of feedback per channel
Common topics or recurring issues
Positive highlights and brand advocates
Competitor comparison snapshots
You can export your report as a PDF or Excel file, or schedule it for automatic delivery to your marketing, product, or customer success teams.
📄 These reports transform scattered feedback into a structured improvement roadmap.
🔄 Step 9: Integrate Feedback Insights Into Your Strategy
Feedback without action is wasted data.
Share the insights you uncover through BrandMentions across departments:
Marketing: Refine campaigns based on audience perception.
Product Development: Prioritize fixes and new features.
Customer Support: Identify recurring service issues.
Leadership: Measure reputation growth over time.
🔍 Listening drives learning, and learning drives progress.
BrandMentions makes customer feedback visible, measurable, and actionable.
By collecting authentic opinions, analyzing sentiment, identifying key voices, and responding meaningfully, you turn every piece of feedback into an opportunity to improve.