Case Study: METRO improves social media monitoring and customer response with YouScan

How METRO uses social media monitoring

METRO, a multinational supermarket chain in Ukraine, worked with YouScan and the local agency MOKO to improve how it tracks and responds to social media feedback. The main challenge was that many customers did not tag the brand in posts or comments, making it difficult to spot mentions manually and risking slow responses to complaints and questions.

With YouScan’s social media monitoring platform, METRO could detect untagged mentions, manage both negative and positive feedback, and coordinate faster with its contact center. According to the team, about 40% of users did not tag the brand, and using YouScan helped them resolve issues more quickly, maintain a better overview of audience sentiment, and support competitive analysis and reputation management more effectively.

METRO

Tetyana Malshakova

Client Service Director