Media Monitoring & Sentiment Analysis

We need comprehensive media monitoring and social listening services, providing reputation and sentiment analysis to help us identify the most relevant commentary across the fullest range of media and social channels. Wherever Wales &West Utilities (WWU) is being mentioned, we need to know about it and we need to understand whether our audience is talking positively or negatively about us and where we stand among the noise.

We need access to real time information and clean data to help inform our communication campaigns, media engagement and stakeholder strategies. Data is vital to us in understanding the needs of our customers and monitoring customer feedback is integral to the work we do. Overall, we need a service that provides us with the information and data we need to get ahead of emerging trends across our industry and the energy sector as a whole.

Requirements:

• 24/7 multi-channel media monitoring covering broadcast, print media, online news, and social media across the UK
• Daily reports of the main media stories and mentions with links to original content, delivered to specified in-boxes each day, 7 days per week
• Real time news coverage and alerts for breaking news stories and conversations relevant to our business
• Monthly 'Executive-ready' reports, analysis and recommendations
• Integrated media licensing for digital access to original content, if possible
• Social listening to provide insights into stakeholder and customer sentiment about WWU to help inform business strategies and enhance customer service(unified customer management functionality)
• Access to day-to-day brand monitoring and analysis
• Ability to visualise complex data including charts and graphs
• User friendly and intuitive digital platform/dashboard for customisable self-analysis and for searching for relevant news items
• Assigned account manager to develop full appreciation of our business needs and to identify reputational risks and opportunities
• Integrated function to run tagged social media campaigns
• Ability to respond to comments and messages via the platform, as well as assign tasks and schedule social media and PR releases
• Multiple product licenses to engage colleagues across the business

Metrics and analysis:

• Volume of mentions and potential reach of mentions of WWU across multiple channels
• Share of voice per platform: Identifying where our brand is being mentioned to help us identify where we should focus our time and energy
• Sentiment analysis to understand how WWU is being perceived in discussions online, broken down by key variables including social media platform
• Trends analysis: The most common topics associated with WWU
• Top publications: The publications that are talking about our brand the most
• Top location: Where our brand mentions a re originating from
• Top influencers and journalists: Who mentions our brand, products and/or key stakeholders
• Industry benchmarking and comparisons across a range of metrics