What is social listening for pharma?
It's the analysis of online conversations about a disease, treatment, brand or drug, from patients, HCPs and carers.
What's included in the programme?
Daily data from online conversations, custom models for your therapeutic areas and each language you need, live dashboards, and insight reports with recommendations at the cadence you prefer. Adverse-event monitoring runs alongside for your pharmacovigilance team. You can also add organic posts and ads based on what patients, HCPs and carers are saying, ready for medical-legal-regulatory review.
We already use a social monitoring tool. Why would we need this?
Keep your tool. We deliver what a tool doesn't: insight split by audience, recommendations, accurate adverse-event reporting, and organic posts and ads, run as a managed service your team doesn't have to staff.
Doesn't social listening create adverse-event reporting risk?
It can, which is why many pharma teams don't gather social media posts and miss out on the marketing value. We give you a documented workflow: every possible adverse event is flagged, confirmed by an analyst and escalated to your safety team on your timelines, with timestamps and a full audit trail.
How do you handle data and AI governance?
We keep personal information to a minimum, anonymise posts and handle data under the data protection laws of each market we cover. Our AI governance covers impact assessment, testing and validation, data provenance and incident response, and we share it with your procurement and pharmacovigilance teams.
How accurate is it?
We build custom models for your therapeutic area and languages, trained only for you. Accuracy is written into the contract: at least 80% F1 on sentiment and topics, 90% on brand relevance, and over 90% for adverse events. Models are retrained daily and improved with human-annotated posts whenever a mistake is spotted.
What data do you use?
Online conversations from social media, forums, blogs, reviews, news and video, plus subscription or password-protected sources when you give us access. Personal information is kept to a minimum and handled under data protection laws.
How do we get started?
Most teams start with a free snapshot of their brand against a competitor, presented in a 15-minute meeting. Then we talk through what an always-on programme would look like for your therapeutic areas, and create a detailed scope of how it will be delivered for your teams to review and discuss with us.
