What are the differences between New Benchmark in Social Media Management and the Legacy Benchmark product?
The following Legacy Benchmark product features are not yet available in New Benchmark:
Discovery and Track modules
AI (Xia) metrics
Unlimited data
Industry benchmarking data
Metrics from connected owned channels
Why can’t I see data in my Benchmark dashboards?
To see data in Benchmark dashboards, you must first create brands to specify which collections of channels you would like to monitor. See our article on Creating Benchmark Brands for a full overview.
What social networks does Benchmark support?
At this time, Benchmark supports Facebook, Instagram, X (Twitter), and YouTube channels.
How many channel slots are available in Benchmark?
By default, 20 channel slots are available to Benchmark users, but more channel slots may be purchased. Please contact your Customer Success Manager to learn how to purchase additional channel slots.
Do my owned channels count towards my channel slot usage in Benchmark?
At this time, owned channels are not supported in Benchmark and any owned channels you select to monitor will count towards your Benchmark channel slot usage.
What should I do if my channel says “Indexing Failure”?
Channels can fail to index in Benchmark for a variety of reasons (e.g. a channel moving from a public page to a target one, a channel becoming inactive, or a username change in Instagram). If your Benchmark channels fail to index, please contact our Support team for assistance in resolving the issue.
How much historical data is available in Benchmark?
Upon indexing, channel posts data is backfilled and available for two years from the current calendar date.
Note: Fans data is not backfilled and is only available from the date the channel was added to Benchmark. Fans data that was indexed for channels in Legacy Benchmark will have been migrated to New Benchmark.
My Instagram channel’s username/handle changed but the data is not appearing in Benchmark.
At this time, Instagram channel username/handle changes will not update automatically in Benchmark. If the username/handle of an Instagram channel changes, you must manually add the channel to your Brand again by clicking Add Channel and searching for the new channel username/handle.
Can I rearrange my Benchmark dashboards and widgets?
At this time, it is not possible to rearrange Benchmark dashboards and widgets.
Why do some metrics differ when comparing the same channel in Measure and Benchmark?
Measure and Benchmark work with different data that matches for some metrics, but not all. This is because Measure works with connected channels and retrieves data via a private authentication token, while Benchmark uses data that is accessible via the public social network API. This leads to certain metrics being only available in Measure because their nature is private. Measure and Benchmark are two separate products each with their own data flow and indexing schedule, which can cause misalignment in the data being presented.
Can I see competitors' boosted post metrics in Benchmark?
Boosted posts (a timeline post that was promoted) are available in Benchmark. The metrics, depending on the network, will include either organic-only (Instagram) or total numbers (other networks). Paid-only (dark or unpublished) posts are not available. This is a limitation of the networks’ APIs and applies to all third-party analytics platforms.
Why does Benchmark only show organic data for competitor brands?
For Instagram, Benchmark shows only the organic performance of posts, including boosted posts. Benchmark uses data sourced from the social networks’ public APIs, which only provide access to total or organic activity on public posts.
Paid performance metrics (such as reach, impressions, or spend) are available only for your own channels when an ad account is connected to Social Media Management. For competitor brands, Benchmark relies on publicly accessible data, which limits visibility into paid or unpublished content.
How is Share of Voice (SOV) calculated in Benchmark?
In Benchmark, Share of Voice (SOV) is calculated based on publishing activity, not mentions or engagement.
It represents the percentage of posts your brand has published compared to the total number of posts from all brands in the selected competitive set and time period.
For example, if your brand published 120 posts and two competitors Brand B and Brand C published 80 and 100 posts respectively, your SOV would be 120 out of 300 total posts (37.5%).
How often does Benchmark data refresh?
Benchmark refreshes data on the following schedule:
Content metrics for priority channels (channels added to a brand) are refreshed approximately every 3 hours to ensure near real-time accuracy.
Channel-level metrics (such as follower or fan counts) are refreshed once daily for all channels.
A full rehydration of up to two years of historical data is performed once per month to capture retroactive updates from the networks.
Refresh timing is subject to platform rate limits and data availability.