Insights uses artificial intelligence and natural language processing to analyze user-generated content (UGC) data across thousands of retail and brand websites in the Bazaarvoice Network.

To learn more about how to manage and optimize Insights, refer to the following sections:

What is Insights?

With Bazaarvoice Insights you can:

  • Quickly drill down to analyze your UGC program
  • Identify R&R trends that can guide key business decisions
  • Monitor customers’ feedback (likes and dislikes) about your brand
  • Compare your R&R performance to key competitors

In a nutshell, Insight’s easy-to-use dashboards ensure you spend less time and energy sifting through UGC data, and more time interpreting product performance metrics and customer feedback.

Required solutions and roles

To view Insights, you must be assigned the following solutions and roles.

You must have this solution: and one of these roles:
Insights
  • Reports Contributor
  • Reports Administrator
  • Account Administrator

Prerequisites

Note: Contact your Client Services Director (CSD) to ensure you meet Insights eligibility criteria (both business and technical).

To get the most out of Insights, make sure your product catalog feed is up-to-date and complete. Use the Product Catalog application to manage your product catalog. If you don’t have permission to edit your product catalog data, contact your administrator to request permission.

Note: Contact Bazaarvoice Support if you're using either Dynamic Catalog Collection (DCC) or XML feeds and encounter issues updating your catalog.

Bazaarvoice refreshes and updates the data displayed in Insights once daily. Content submitted to your site is featured in Insights within 48 hours. While these insights are not a real-time snapshot of your UGC, they are useful for ongoing monitoring and measurement.

Insights quick tour

Insights consists of the following dashboards with key information about your program:

  • Program Overview
    Provides an aggregated, high-level summary of key metrics across your entire Bazaarvoice program.

  • Ratings & Reviews
    The Ratings & Reviews dashboards display detailed information about your R&R program. Use any of the following dashboards:
    • Collection—Shows the amount of reviews gathered from a number of sources, including your site, email, sampling campaigns, and reviews syndicated across the Bazaarvoice Network.
    • Coverage—Shows how many active products have reviews on your site and across the Bazaarvoice Network. It also shows syndication’s impact on coverage and review volume.
    • Consumer Sentiment—Shows how consumers feel about their purchases and your brand using product ratings and review content.
    • Network Summary (Basic/Premium)—Shows how your brand is performing across all retailers in the Bazaarvoice Network.
  • Questions & Answers
    The Questions & Answers dashboard displays metrics about your Q&A program and areas that need your attention, such as:
    • Number of native questions on your website that need answers
    • Total number of unanswered consumer questions about your products
    • Which products have frequently asked questions and need your attention
  • Engagement
    The Engagement dashboards display metrics about how people are engaging with your Bazaarvoice content displays and messages, including the following dashboards:
    • Display engagement—Shows how visitors to your site engaged with your Bazaarvoice content and the effect of their engagement on goal completion rate, conversion rate, revenue per visitor, or average order value.
    • Message engagement—Shows how many of your messages were sent, delivered, opened, clicked, and submitted in the selected time period, or by hour, day, week, and month.

Get started with Insights

To view and manage Insights:

  1. Sign in to the Bazaarvoice Portal .
  2. From the Portal menu, select Insights under Insights & Reporting.
    The main Insights page appears. From this page you can view three dashboards:
    • Program Overview
    • Ratings & Reviews
    • Questions & Answers
  3. Select a dashboard.
  4. If your company has more than one instance, use the client picker (located near the upper-right corner) to move between them.

Ratings & Reviews insights

Ratings & Reviews insights are grouped under the following tabs:

Collection insights

Collection insights show your collection program’s performance over time. The insights are based on natively collected and syndicated reviews. Use the collection dashboard to understand:

  • How many unique reviews you have collected and where they originated.
  • The average ratings of the reviews you have collected and the percentage of reviews with each star rating.
  • The impact your review collection sources have had on your review count.
  • How many reviews were rejected in moderation and why they were rejected.

Watch the following video to learn how collection insights can help you improve your review collection strategy.

 

The collection dashboard has five sections:

Filter collection insights

Use the following filters to limit the dataset for your collection insights:

  • Collection source—Select a collection source from the drop-down list to limit your collection insights data to natively collected reviews, reviews syndicated to your site from the Network, or all reviews.

  • Date—Filter by review date. Select a pre-defined time period or specify your own date range. A native review’s date is the review submission date. A Network review’s date is the date the review first appeared on your site. Select an option from the Compare list to compare the specified time period with the previous period, previous year, or a custom data range.

    Note: You can select dates as far back as two years.

    The following table shows how date comparison works using an example date of 06/04/2021. All dates are in the format mm/dd/yyyy.

    Date selection Date range Previous period Previous year
    Last 30 days 05/05/2021-06/04/2021 04/04/2021-05/04/2021 05/05/2020-06/04/2020
    Last month 05/01/2021-05/31/2021 04/01/2021-04/30/2021 05/01/2020-05/31/2020
    Last quarter 01/01/2021-03/31/2021 10/01/2020-12/31/2020 01/01/2020-03/31/2020
    Custom 04/15/2021-06/01/2021 02/26/2021-04/14/2021 04/15/2020-06/01/2020
  • Content—Limit review data to one or more specific locales, campaign IDs, and deployment zones. A review’s locale data is the region and language in which it was originally collected. Campaign ID data identifies review content by the collection campaign that generated it. Deployment zone data identifies reviews collected on the specific sites and pages to which you deploy, as implemented in Configuration

    Note: Products are not assigned to locales and are not limited by the locale filter.
  • Products—Limit data to specific products, product statuses, brands, or categories.

  • Moderation status—Limit data by moderation status. The rejected review status filter is only applicable to native collection insights, all Network reviews from inbound syndication are approved.

For more information about these filters, select the help icon Help icon in the upper-right corner of the Bazaarvoice Portal.

Review collection summary

This section displays the total number of unique, approved reviews collected from all your sources since you received your first review. If you receive reviews syndicated from the Bazaarvoice Network, this section also displays the percentages of total reviews that are native and from the Network.

Review collection

This section displays the number of reviews collected during the time period specified in the date filter. You can observe how content collection fluctuated during the time period. The following table describes the review collection volume metrics and the filter selections required to view them.

Metric Description Filter selections
Reviews collected Total number of reviews collected during the selected time period.

Date: Any date range and comparison selection

Collection source: Any selection

% compared to previous period Percentage change in the amount of reviews collected between the selected time period and comparison period.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Daily average Average number of reviews collected on each day during the selected time period.

Date: Any date range and comparison selection

Collection source: Native

Industry benchmark Average number of reviews that your industry collected on each day during the most recent quarter.

Date: Any date range and comparison selection

Collection source: Native

# Reviews (selected period) Daily number of reviews collected during the selected time period.

Date: Any date range and comparison selection

Collection source: Any selection

# Reviews (previous period) Daily number of reviews collected during the selected comparison period.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Review rating collection

This section displays the average rating of approved reviews you have collected each day. You can observe the change in the average rating of your reviews and compare metrics to a previous time period. The following table describes the review rating collection metrics and the filter selections required to view them.

Metric Description Filter selections
Average review rating The average rating of all reviews collected during the selected time period.

Date: Any date range and comparison selection

Collection source: Any selection

% from previous period Percentage change in the average rating of reviews collected between the selected time period and previous time period.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Industry benchmark Average rating of reviews that your industry collected during the most recent quarter.

Date: Any date range and comparison selection

Collection source: Any selection

% reviews with an average rating of 4 stars and above Percentage of reviews collected during the selected time period that has a 4-star or higher average rating.

Date: Any date range and comparison selection

Collection source: Any selection

% reviews with an average rating of 3 stars and below Percentage of reviews collected during the selected time period that has a 3-star or lower average rating.

Date: Any date range and comparison selection

Collection source: Any selection

% reviews with an average rating of 2 stars and below Percentage of reviews collected during the selected time period that has a 2-star or lower average rating.

Date: Any date range and comparison selection

Collection source: Any selection

% from previous period Percentage change in the proportion of reviews that have the selected star rating, collected between the selected time period and previous time period.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Industry benchmark Percentage of reviews that have the selected star rating that your industry collected during the most recent quarter.

Date: Any date range and comparison selection

Collection source: Any selection

# Reviews within the selected rating range (selected period) Total number of reviews collected within the selected time period that have the selected star rating.

Date: Any date range and comparison selection

Collection source: Any selection

# Reviews within the selected rating range (previous period) Total number of reviews collected within the selected time period that have the selected star rating.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Collection source

This section displays the sources of your reviews, the percentage of reviews from each source, and the average rating of reviews from each source. The following table describes the available collection sources of native reviews on your site and syndicated reviews on the Bazaarvoice Network.

Metric Description Filter selections
Collection sources (Native) Sources of your natively collected and imported reviews. Sources include:

Date: Any date range and comparison selection

Collection source: All, Native

Collection sources (Network) E-commerce websites, including websites owned by or affiliated with your company, that syndicate reviews to you. If you have more than 25 sources, we display the 25 sources that syndicate the most reviews to you.

Date: Any date range and comparison selection

Collection source: All, Network

Collection source review volume

Select the Review volume tab to view the following collection source insights:

Metric Description Filter selections
Approved reviews collected Percentage of approved reviews collected for each source during the selected time period.

Date: Any date range and comparison selection

Collection source: Any selection

Previous period Review collection source metrics from the selected comparison period.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

% Change Percentage change between the number of reviews collected during the selected time period and comparison period for each source.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Collection source average rating

Select the Average rating tab to view the following insights:

Metric Description Filter selections
Average ratings of natively collected reviews The average rating of reviews collected from native sources.

Date: Any date range and comparison selection

Collection source: Native

Average ratings of reviews collected from Network syndication The average rating of reviews collected by inbound syndication from Network sources.

Date: Any date range and comparison selection

Collection source: Network

Average ratings of reviews collected natively and from Network syndication The average rating of reviews collected from both native and Network collection sources.

Date: Any date range and comparison selection

Collection source: Native and Network

Previous period Review collection source metrics from the selected comparison period.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Star rating change Star rating change between the average rating of reviews collected during the selected time period and comparison period for each source.

Date: Previous period, Previous year, Custom date range

Collection source: Any selection

Review moderation

This section shows how many native reviews were rejected in moderation and the six most common reasons they were rejected. Bazaarvoice can reject a review for more than one reason. Refer to Moderation to learn about the reasons Bazaarvoice rejects reviews.

Note: This section does not include data from Bazaarvoice Network reviews.

The following table describes the review moderation metrics and the filter selections required to view them.

Metric Description Filter selections
Reviews rejected Percentage of reviews collected in the selected period that were rejected during moderation. The number of collected reviews may include a small number of test reviews, duplicate reviews, and reviews purged from Bazaarvoice systems at a review submitter’s request. These reviews do not significantly impact the Reviews rejected calculation.

Date: Any date range and comparison selection

Collection source: Native

% compared to previous period Percentage change in rejected review volume between the selected period and previous period.

Date: Previous period, Previous year, Custom date range

Collection source: Native

Industry benchmark Average percentage of rejected reviews in your industry during the most recent quarter.

Date: Any date range and comparison selection

Collection source: Native

# Reviews Number of rejected reviews tagged with each of your six most common moderation codes.

Date: Any date range and comparison selection

Collection source: Native

Coverage insights

Coverage insights show how many of your active products have displayable reviews on your site and on the Bazaarvoice Network. Use the coverage dashboard to visualize and understand key review coverage metrics based on your dashboard view selection.

My Site view
Select My Site from the dashboard toggle to refer to the following insights:

Network view
Select Network from the dashboard toggle to refer to the following insights:

Tip: Change your active dashboard view by selecting either My Site or Network from the toggle switch.

Filter coverage insights

Use the following filters to limit the dataset for your coverage insights:

  • Date—Filter by review date or compare data from two custom dates. A native review’s date is the review submission date. A Network review’s date is the date the review first appeared on your site. Select an option from the Compare list to compare the specified dates.

    Note: You can select dates as far back as two years.
  • Content—Limit data to one or more specific locales. Filter to limit data to one or more specific Network review sources or destinations.

    Note: Locale data is only assigned to review content. Products are not assigned to locales and can not be limited to a specific locale.
  • Products—Limit data to specific products, brands, or categories. Filter by product status to limit data to only active products, only inactive products, or all products.

For more information about these filters, select the help icon Help icon in the upper-right corner of the Bazaarvoice Portal.

Product coverage

Use this section to understand how many of your active products are currently displaying reviews and the average number of reviews for each active product. Reference the global UGC benchmark and compare your product coverage to the industry average for the most recent quarter.

The following table describes the product coverage insights and the filter selections required to view them.

Insight Description Filter selections
Products with displayable reviews The percentage of active products in your catalog that have at least one approved, displayable review on your site.

Date: Any date and comparison selection

Dashboard view: My Site

Industry benchmark The average percentage of active products that have at least one review in your industry during the most recent quarter.

Date: Any date and comparison selection

Dashboard view: My Site

Matched products with displayable reviews The percentage of active and inactive products in your catalog that are matched to an active product at retail that have at least one approved, displayable review.

Date: Any date and comparison selection

Dashboard view: Network

Average reviews per reviewed product The average number of displayable reviews for each product that has displayable reviews.

Date: Any date and comparison selection

Dashboard view: Any selection

Industry benchmark The average number of displayable reviews for each product that has displayable reviews in your industry during the most recent quarter.

Date: Any date and comparison selection

Dashboard view: My Site

Products with only syndicated reviews The percentage of products on your site that would have zero reviews without syndication from the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

Products with only native reviews The percentage of products on your site that would have zero reviews without your native review collection.

Date: Any date and comparison selection

Dashboard view: My Site

Matched products with only syndicated reviews The percentage of products that would have zero reviews on the Bazaarvoice Network without syndication from your site. This number is based on active and inactive products in your catalog that only have syndicated reviews at retail destinations to which they are matched.

Date: Any date and comparison selection

Dashboard view: Network

Destination products with only syndicated reviews The percentage of products that would have zero reviews on the Bazaarvoice Network without syndication from your site. This number is based on unique, active products across Network destination catalogs that only have syndicated reviews from your site.

Date: Any date and comparison selection

Dashboard view: Network

Product coverage impact

Understand the impact your review sources have on review volume and product coverage.

  • The My Site view displays the coverage impact of reviews coming from the Bazaarvoice Network and collection program sources to your site.
  • The Network view displays the coverage impact of reviews coming from native sources to the Bazaarvoice Network.

The following table describes the product coverage impact insights and the filter selections required to view them.

Insight Description Filter selections
Product coverage on my site without syndication The number of active products that have reviews on your site before counting syndicated reviews collected from each source on the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

Product coverage on my site with syndication The number of active products that have reviews on your site after counting syndicated reviews collected from each source on the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

Coverage lift from the Network The percentage increase in review coverage for active products on your site after counting syndicated reviews collected from each source on the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

My products with reviews on my site The number of active products that have reviews on your site that received reviews from each Network source.

Date: Any date and comparison selection

Dashboard view: My Site

Review volume on my site without syndication The number of reviews on your site without counting syndicated reviews from each source on the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

Review volume on my site with syndication The number of reviews on your site after counting syndicated reviews collected from each source on the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

Volume lift from the Network The percentage increase in review volume on your site after collecting syndicated reviews from each review source on the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

Product coverage on my site without syndication from other sources The number of reviews on active products on my site before counting syndicated reviews collected from other sources such as reviews collected from third-party syndication, sampling programs, content imports, and other sources that are considered part of your native review collection.

Date: Any date and comparison selection

Dashboard view: My Site

Product coverage on my site with syndication from other sources The number of reviews on active products on my site after counting syndicated reviews collected from other sources such as reviews collected from third-party syndication, sampling programs, content imports, and other sources that are considered part of your native review collection.

Date: Any date and comparison selection

Dashboard view: My Site

Coverage lift from other sources The percentage increase in product coverage for active products on your site after collecting reviews from other collection sources.

Date: Any date and comparison selection

Dashboard view: My Site

Product coverage on the Network without syndication The number of active products that have reviews at each destination on the Bazaarvoice Network before counting the reviews syndicated from your site.

Date: Any date and comparison selection

Dashboard view: Network

Product coverage on the Network with syndication The number of active products that have reviews at each destination on the Bazaarvoice Network after counting the reviews syndicated from your site.

Date: Any date and comparison selection

Dashboard view: Network

Coverage lift from my site The percentage increase in product coverage for active products on the Bazaarvoice Network after receiving syndicated reviews from your site.

Date: Any date and comparison selection

Dashboard view: Network

My products with reviews on the Network The number of active products in your catalog that have reviews on the Network.

Date: Any date and comparison selection

Dashboard view: Network

Review volume on the Network without syndication The number of reviews at each Network destination before counting the reviews you syndicated to matched destination products.

Date: Any date and comparison selection

Dashboard view: Network

Review volume on the Network with syndication The number of reviews at each Network destination after counting the reviews you syndicated to matched destination products.

Date: Any date and comparison selection

Dashboard view: Network

Volume lift from my site The percentage increase in reviews on the Bazaarvoice Network after receiving syndicated reviews from your site.

Date: Any date and comparison selection

Dashboard view: Network

Export product coverage impact

Export a full version of your product coverage impact metrics as a CSV file to understand how inbound syndication from Bazaarvoice Network sources have affected product coverage on your site and how outbound syndication from your site has affected product coverage at Bazaarvoice Network destinations.

Export dimension Description Filter selections
CSV by source Understand how inbound syndication from each Bazaarvoice Network source has affected product coverage on your site.

Date: Any date and comparison selection

Dashboard view: My Site

CSV by destination Understand how outbound syndication from your site has affected product coverage at each Bazaarvoice Network destination.

Date: Any date and comparison selection

Dashboard view: Network

CSV by product

My Site: Understand how inbound syndication from Bazaarvoice Network sources have affected product coverage of each active product on your site.

Network: Understand how outbound syndication from your site has affected product coverage of each active product at Bazaarvoice Network destinations that has been matched to an active product in your product catalog.

Date: All time

Dashboard view: My Site, Network

CSV by brand Understand how inbound syndication from Bazaarvoice Network sources have affected product coverage of each brand on your site.

Date: All time

Dashboard view: My Site

CSV by category Understand how inbound syndication from Bazaarvoice Network sources have affected product coverage in each category on your site.

Date: All time

Dashboard view: My Site

To export data:

  1. Select Export.
  2. Choose a dimension by which to group the data.

The following table describes the metrics available in this export.

Metric Description Dashboard view Dimension
Network source The name of the Network source site sharing syndicated content with your site. My Site Grouped by: Source
Product volume

My Site: The number of matched products on your site for which the Network source site is sharing syndicated content.

Network: The number of matched products at the listed Network destination site for which your site is sharing syndicated content.

My Site, Network Grouped by: Source, Destination
Coverage without syndication

My Site: The number of matched products on your site that would have displayable reviews if you did not collect syndicated content from the listed Network site.

Network: The number of matched products at the listed Network destination site that would have displayable reviews if they did not collect syndicated content from your site.

My Site, Network Grouped by: Source, Destination
Coverage % without syndication

My Site: The percentage of matched products on your site that would have displayable reviews if you did not collect syndicated content from the listed Network source site.

Network: The percentage of matched products at the listed Network destination site that would have displayable reviews if they did not collect syndicated content from your site.

My Site, Network Grouped by: Source, Destination
Products with reviews

My Site: The number of matched products that have at least one displayable review on your site.

Network: The number of matched products that have at least one displayable review at the listed Network destination site.

My Site, Network Grouped by: Source, Destination
Coverage % with syndication

My Site: The percentage of matched products that have at least one displayable review on your site.

Network: The percentage of matched products that have at least one displayable review at the listed Network destination site.

My Site, Network Grouped by: Source, Destination
Coverage lift The difference between Coverage % with syndication and Coverage % without syndication. My Site, Network Grouped by: Source, Destination
Product The name of the product as it appears in your site's product catalog. My Site, Network Grouped by: Product
Product ID The product identifier as it appears in your site's product catalog. My Site, Network Grouped by: Product
Product status The status of the listed product's display page on your site. Active or Inactive. My Site, Network Grouped by: Product
# Network sources The number of Network source sites that are sharing syndicated content with the listed product, brand, or category on your site. My Site Grouped by: Product, Brand, Category
# Reviews without syndication The number of reviews that would be attributed to the listed product, brand, or category on your site if you did not collect syndicated content from Network source sites. My Site Grouped by: Product, Brand, Category
# Native reviews

My Site: The number of reviews attributed to the listed product on your site that were collected through native review collection sources.

Network: The number of reviews attributed to the listed product at the listed Network destination site that the destination site collected through native review collection sources.

My Site, Network Grouped by: Product
# Family reviews

My Site: The number of reviews attributed to the listed product on your site that were shared from other products within the same product family. Based on your site's product catalog configuration.

Network: The number of reviews attributed to the listed product at the listed destination site that were shared from other products within the same product family. Based on the Network destination site's product catalog configuration.

My Site, Network Grouped by: Product
% Reviews without syndication The percentage of matched products or brands on your site that would have displayable reviews if you did not collect syndicated content from Network source sites. My Site Grouped by: Product, Brand
# Syndicated reviews (Inbound) The number of syndicated reviews that the listed product, brand, or category on your site collected from Network source sites. My Site Grouped by: Product, Brand, Category
% Syndicated reviews (Inbound) The percentage of displayable reviews attributed to the listed product, brand or category that your site collected from Network source sites. My Site Grouped by: Product, Brand, Category
# Displayable reviews The number of native reviews, syndicated reviews, and product family shared reviews attributed to the listed product, brand, or category on your site. My Site Grouped by: Product, Brand, Category
Review volume lift The percentage increase between # Reviews without syndication and # Displayable reviews. My Site Grouped by: Product, Brand, Category
Product rating without syndication The product rating for the listed product on your site if you did not collect syndicated content from Network source sites. My Site Grouped by: Product
Native product rating The product rating for the listed product on your site based only on the content you've collected through native review collection sources. My Site Grouped by: Product
Family product rating The product rating for the listed product on your site based only on the content shared among its configured product family. My Site Grouped by: Product
Syndicated product rating (inbound) The product rating for the listed product on your site based only on the content that your site collected from Network source sites. My Site Grouped by: Product
Displayable product rating The product rating for the listed product on your site based on all native reviews, syndicated reviews, and product family shared reviews. My Site Grouped by: Product
Product Rating Impact The difference between Product rating without syndication and Displayable product rating for the listed product, brand, or category on your site. My Site Grouped by: Product, Brand, Category
Brand The name of the brand to which products belong. My Site, Network Grouped by: Brand, Product
Brand ID The brand identifier as configured in your site's product catalog. My Site Grouped by: Brand
# Products in Brand The number of products on your site attributed to the listed brand. My Site Grouped by: Brand
# Products with reviews without syndication The number of products on your site attributed to the listed brand or category that would have reviews if your site did not collect syndicated content from Network source sites. My Site Grouped by: Brand, Category
% Product coverage without syndication The percentage of products on your site attributed to the listed brand or category that would have at least one displayable review if your site did not collect syndicated content from Network source sites. My Site Grouped by: Brand, Category
# Products with displayable reviews The number of products on your site attributed to the listed brand or category that has at least one displayable review. My Site Grouped by: Brand, Category
% Product coverage with syndication The percentage of products on your site attributed to the listed brand or category that have at least one displayable reviews when including content that your site collected from Network source sites. My Site Grouped by: Brand, Category
Product coverage lift The percentage increase between % Product coverage without syndication and % Product coverage with syndication. My Site Grouped by: Brand, Category
# New syndicated reviews (last 30 days) The number of syndicated reviews that products on your site belonging to the listed brand or category received from Network source sites in the last 30 days. My Site Grouped by: Brand, Category
# Average reviews per product without syndication The average number of reviews that products on your site belonging to the listed brand or category would have if your site did not collect syndicated content from Network source sites. My Site Grouped by: Brand, Category
# Average syndicated reviews per product The average number of syndicated reviews attributed to products on your site belonging to the listed brand or category that your site collected from Network source sites. My Site Grouped by: Brand, Category
# Average displayable reviews per product The average number of native, syndicated, and family shared reviews attributed to products on your site belonging to the listed brand or category. My Site Grouped by: Brand, Category
Average product rating without syndication The average rating of products on your site belonging to the listed brand or category if your site did not collect syndicated content from Network source sites. My Site Grouped by: Brand, Category
Average syndicated product rating (inbound) The average rating of products on your site belonging to the listed brand or category based only on syndicated content collected from Network source sites. My Site Grouped by: Brand, Category
Average displayable product rating The average rating of products on your site belonging to the listed brand or category based on all native, syndicated, and family shared reviews on your site. My Site Grouped by: Brand, Category
Top-level category The name of the category group to which the listed category belongs. My Site Grouped by: Category
Top-level category ID The category identifier of the category group to which the listed category belongs. My Site Grouped by: Category
Category The name of the product category as configured in your site's product catalog. My Site Grouped by: Category
Category ID The category identifier as configured in your site's product catalog. My Site Grouped by: Category
Category hierarchy The structured organization of your site's product categories that illustrates the relationship between them, typically from the most general to the most specific. My Site Grouped by: Category
# Brands The number of brands that the listed category represents. My Site Grouped by: Category
# Products in category The number of products that the listed category represents. My Site Grouped by: Category
% Product coverage with displayable reviews The percentage of products on your site belonging to the listed category that has at least one native, syndicated, or family shared review. My Site Grouped by: Category
Network destination The name of the Network destination site receiving syndicated content from your site. Network Grouped by: Destination, Product
Network destination product The name of the product as it appears in the listed Network destination site's product catalog. Network Grouped by: Product
Network destination product ID The product identifier as it appears in the listed Network destination site's product catalog. Network Grouped by: Product
Network destination product status The status of the listed product display page on the listed Network destination site. Active or Inactive. Network Grouped by: Product
# Destination reviews without syndication The number of reviews that would be attributed to the listed product at the listed Network destination site if they did not collect syndicated content from your site. Network Grouped by: Product
# Other syndicated reviews The number of syndicated reviews attributed to the listed product at the listed Network destination site that they collected from any sources other than your site. Network Grouped by: Product
# Syndicated reviews (outbound) The number of syndicated reviews attributed to the listed product at the listed Network destination site that they collected from your site. Network Grouped by: Product
# New syndicated reviews (outbound)(last 30 days) The number of syndicated reviews attributed to the listed product at the listed Network destination site that they collected from your site in the last 30 days. Network Grouped by: Product
% Syndicated reviews (outbound) The percentage of reviews attributed to the listed product at the listed Network destination site that they collected from your site. Network Grouped by: Product
# Destination displayable reviews The number of native, syndicated, and family shared reviews attributed to the listed product at the listed Network destination site. Network Grouped by: Product
# New destination displayable reviews (last 30 days) The number of native, syndicated, and family shared reviews attributed to the listed product at the listed Network destination site that they collected in the last 30 days from any source. Network Grouped by: Product
Destination review volume lift The percentage increase between # Destination reviews without syndication and # Destination displayable reviews. Network Grouped by: Product
Destination product rating without syndication The rating that would be attributed to the listed product at the listed Network destination site if they did not collect syndicated content from your site. Network Grouped by: Product
Destination native product rating The rating attributed to the listed product at the listed Network destination site based on their natively collected reviews. Network Grouped by: Product
Destination family product rating The rating attributed to the listed product at the listed Network destination site based on their product family shared reviews. Network Grouped by: Product
Syndicated product rating (outbound) The rating attributed to the listed product at the listed Network destination site based on syndicated reviews they collected from your site. Network Grouped by: Product
Destination displayable product rating The rating attributed to the listed product at the listed Network destination site based on their native, syndicated, and family shared reviews from all sources. Network Grouped by: Product
Destination product rating impact The difference in the rating attributed to the listed product at the listed Network destination site between Destination product rating without syndication and Destination displayable product rating. Network Grouped by: Product

Product families coverage impact

Understand how product families declared in your product catalog have affected review volume and product coverage on your site. Refer to Product catalog to learn about sharing reviews using product families.

The following table describes the product coverage impact insights and the filter selections required to view them.

Insight Description Filter selections
Product families coverage lift The increase in the number of active products that have displayable reviews on your site, before and after considering reviews shared by product family associations.

Date: Any date and comparison selection

Dashboard view: My Site

Product families volume lift The increase in displayable review volume and average reviews for each product on your site, before and after considering reviews shared by product family associations.

Date: Any date and comparison selection

Dashboard view: My Site

Inbound syndication coverage growth

Use this section to understand when products, brands, or categories on your site received their first syndicated content, how much content has been syndicated from Network sources, and how syndicated content has contributed to the displayable review volume, product coverage, and average syndicated review rating on your site in the last 30 days.

The following tables describe the inbound syndication coverage growth insights by tab and the filter selections required to view them.

Product tab

Understand how Network review sources have contributed to displayable review volume, product coverage, and average syndicated review rating of products on your site.

Insight Description Filter selections
% Matched products have ever received inbound syndication The percentage of matched products on your site that have ever received syndicated reviews from Network sources.

Date: All-time

Source: Any Network source

Dashboard view: My Site

New products received syndication in the last 30 days The number of new products on your site that have received syndicated reviews from Network sources.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Reviews syndicated from new products in the last 30 days The number of reviews syndicating to products on your site from new Network source products.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Date of first syndication The date a product on your site received syndication from a product on the Network for the first time.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Product The name of the product on your site receiving syndication from a Network source.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Network sources The name of the Network sources providing syndication to a product on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Volume of inbound syndication The number of reviews a Network source has syndicated to a product on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Average rating of inbound syndication The average rating of syndicated reviews a Network source has syndicated to a product on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Brand tab

Understand how Network review sources have contributed to displayable review volume, product coverage, and average syndicated review rating of brands on your site.

Insight Description Filter selections
% Brands have ever received inbound syndication The percentage of brands on your site that have ever received syndicated reviews from Network sources.

Date: All-time

Source: Any Network source

Dashboard view: My Site

New brands received syndication in the last 30 days The number of new brands on your site that have received syndicated reviews from Network sources.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Reviews syndicated from new brands in the last 30 days The number of reviews syndicating to brands on your site from new Network source brands.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Date of first syndication The date a brand on your site received syndication from a brand on the Network for the first time.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Brand The name of the brand on your site receiving syndication from a Network source.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Network sources The name of the Network sources providing syndication to a brand on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Coverage with only inbound syndication The percentage of brands on your site that have displayable reviews, only considering inbound syndicated reviews from Network sources.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Volume of inbound syndication The number of reviews a Network source has syndicated to a brand on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Average rating of inbound syndication The average rating of syndicated reviews a Network source has syndicated to a brand on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Category tab

Understand how Network review sources have contributed to displayable review volume, product coverage, and average syndicated review rating of categories on your site.

Insight Description Filter selections
% Categories have ever received inbound syndication The percentage of categories on your site that have ever received syndicated reviews from Network sources.

Date: All-time

Source: Any Network source

Dashboard view: My Site

New categories received syndication in the last 30 days The number of new categories on your site that have received syndicated reviews from Network sources.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Reviews syndicated from new categories in the last 30 days The number of reviews syndicating to categories on your site from new Network source categories.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Date of first syndication The date a category on your site received syndication from a category on the Network for the first time.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Category The name of the category on your site receiving syndication from a Network source.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Network sources The name of the Network sources providing syndication to a category on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Coverage with only inbound syndication The percentage of categories on your site that have displayable reviews, only considering inbound syndicated reviews from Network sources.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Volume of inbound syndication The number of reviews a Network source has syndicated to a category on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Average rating of inbound syndication The average rating of syndicated reviews a Network source has syndicated to a category on your site.

Date: Last 30 days

Source: Any Network source

Dashboard view: My Site

Coverage by page view

Use this section to understand how many page views your products are receiving, compared to how many of those product page views are displaying reviews. Reference the global UGC benchmark and compare your coverage by page view to the industry average for the most recent quarter.

The following table describes the coverage by page view insights and the filter selections required to view them.

Insight Description Filter selections
Total page views The total number of product page views on your site.

Date: Last 30 days

Dashboard view: My Site

Page views with reviews The total number of product page views that have displayable reviews on your site.

Date: Last 30 days

Dashboard view: My Site

% of page views without reviews The percentage of views to pages without any approved reviews to display.

Date: Last 30 days

Dashboard view: My Site

Industry benchmark Average percentage of product page views that your industry collected during the most recent quarter.

Date: Last 30 days

Dashboard view: My Site

Inbound syndication growth

Use this section to understand how syndicated content from Network sources have affected product coverage and review volume on the your site over time.

The following table describes the inbound syndication growth insights and the filter selection required to view them.

Insight Description Filter selections
Network sources The number of source sites on the Bazaarvoice Network that have ever shared syndicated reviews to your site. This includes all active and inactive sources from the beginning of your syndication program.

Date: All time

Dashboard view: My Site

New sources last month The number of new source sites on the Bazaarvoice Network that shared syndicated reviews to your site for the first time in the last month.

Date: Selected month

Dashboard view: My Site

Matched products with syndicated reviews The number of products that have ever received syndicated reviews from a Network source. This number is based on active and inactive products in your catalog that have syndicated reviews on your site.

Date: All time

Dashboard view: My Site

Matched products received their first syndicated review last month The number of products that received syndicated reviews from a Network source for the first time in the last month. This number is based on active and inactive products in your catalog that received their first syndicated review on your site.

Date: Selected month

Dashboard view: My Site

Syndicated review volume The total number of reviews that your site has ever received from sources across the Bazaarvoice Network from the beginning of your syndication program.

Date: All time

Dashboard view: My Site

Displayable review volume The total number of reviews your matched products have ever had on your site. This includes syndicated reviews from Network sources and reviews that your site has collected natively.

Date: All time

Dashboard view: My Site

Displayable review volume lift The percentage increase in displayable review volume on your site from inbound syndication.

Date: All time

Dashboard view: My Site

Outbound syndication growth

Use this section to understand how your outgoing syndication has affected product coverage and review volume on the Bazaarvoice Network over time.

The following table describes the outbound syndication growth insights and the filter selection required to view them.

Insight Description Filter selections
Network destinations The number of destination sites on the Bazaarvoice Network to which you have ever shared syndicated reviews. This includes all active and inactive destinations from the beginning of your syndication program.

Date: All time

Dashboard view: Network

New destinations last month The number of new destination sites on the Bazaarvoice Network to which you shared syndicated reviews for the first time in the last month.

Date: Selected month

Dashboard view: Network

Matched products with syndicated reviews The number of products that have ever received syndicated reviews from your site. This number is based on active and inactive products in your catalog that have syndicated reviews at retail destinations to which they are matched.

Date: All time

Dashboard view: Network

Matched products received their first syndicated review last month The number of products that received syndicated reviews from your site for the first time in the last month. This number is based on active and inactive products in your catalog that received their first syndicated review at retail destinations to which they are matched.

Date: Selected month

Dashboard view: Network

Destination products with syndicated reviews The number of products that have ever received syndicated reviews from your site. This number is based on unique, active products across retail destination catalogs that have syndicated reviews from your site.

Date: All time

Dashboard view: Network

Destination products received their first syndicated review last month The number of products that received syndicated reviews from your site for the first time in the last month. This number is based on unique, active products across retail destination catalogs that received their first syndicated review from your site.

Date: Selected month

Dashboard view: Network

Syndicated review volume The total number of reviews that your site has ever distributed to retail destinations across the Bazaarvoice Network from the beginning of your syndication program. An outbound syndicated review is counted each time it is shared to any product across all retail sites to which you syndicate content. Sharing reviews to multiple products across multiple destinations has the potential to significantly amplify your review volume on the Bazaarvoice Network.

Date: All time

Dashboard view: Network

Displayable review volume The total number of reviews your matched products have ever had across Bazaarvoice Network destination sites. This includes syndicated reviews from your site and reviews that destination sites collected natively.

Date: All time

Dashboard view: Network

Displayable review volume lift The percentage increase in displayable review volume across Bazaarvoice Network destination sites from your outbound syndication.

Date: All time

Dashboard view: Network

Coverage opportunities

Use this section to understand which pages on your site receive the most views, but display the fewest reviews. This insight identifies opportunities to improve coverage on your site by suggesting popular pages that would most benefit from review collection programs.

Tip: Select See recommended actions to generate program suggestions to improve coverage based on your selected data.

The following table describes the coverage opportunities insights and the filter selections required to view them.

Insight Description Filter selections
Popular products with few reviews Products that have the top 25% of page views and the bottom 25% of displayable reviews.

Date: Last 30 days

Dashboard view: My Site

Popular brands with few reviews Brands that have the top 25% of page views and the bottom 25% of displayable reviews.

Date: Last 30 days

Dashboard view: My Site

Popular categories with few reviews Categories that have the top 25% of page views and the bottom 25% of displayable reviews.

Date: Last 30 days

Dashboard view: My Site

% of your products with reviews are not matched The percentage of products that have reviews that could be syndicated from your site to Bazaarvoice Network destination catalogs once matched.

Date: Last 30 days

Dashboard view: Network

% of your matched products do not have reviews The percentage of products on your site that are matched to products in Bazaarvoice Network destination catalogs but lack reviews to syndicate.

Date: Last 30 days

Dashboard view: Network

Consumer sentiment insights

Use the consumer sentiment dashboard to understand how well your products are performing in product ratings and review content on your site and syndicated across the Bazaarvoice Network.

Note:To be eligible for Consumer sentiment insights, you must have at least 10 active products with at least 10 approved native or syndicated reviews written in English, French, or German.

My Site view
Select My Site from the dashboard toggle to refer to the following insights:

Network view
Select Network from the dashboard toggle to refer to the following insights:

Tip: Change your active dashboard view by selecting either My Site or Network from the toggle switch.

Filter consumer sentiment insights

Use the following filters to limit the dataset for your consumer sentiment insights:

  • Date—Filter by review date or compare data from two custom dates. A native review’s date is the review submission date. A Network review’s date is the date the review first appeared on your site. Select an option from the Compare list to compare the specified dates.

    Note: You can select dates as far back as two years.
  • Content—Limit data to one or more specific locales. Filter to limit data to one or more specific Network review sources or destinations.

    Note: Locale data is only assigned to review content. Products are not assigned to locales and can not be limited to a specific locale.
  • Products—Lmit data to specific products, brands, or categories.

For more information about these filters, select the help icon Help icon in the upper-right corner of the Bazaarvoice Portal.

Product ratings

Understand how consumers have rated your products in reviews on your site and syndicating on the Bazaarvoice Network.

  • The My Site view displays average ratings of products on your site.
  • The Network view displays average ratings of syndicated products in the Bazaarvoice Network.
Insight Description Data source
Average product rating Average rating of all active products with reviews.

My Site: Approved, displayable reviews collected from all sources on active products.

Network: Approved, outbound syndicated reviews on active products from your native catalog that match with Bazaarvoice Network destinations.

Industry benchmark Average rating of all active products with reviews in your industry.

My Site: Average product ratings from the most recent quarter on all active products offered by similar brands within the Bazaarvoice Network.

% of products with 4 stars and above Percentage of active products that consumers have rated 4 stars and above.

My Site: Approved, displayable reviews collected from all sources on active products.

Network: Approved, outbound syndicated reviews on active products from your native catalog that match with Bazaarvoice Network destinations.

% of products with 3 stars and below Percentage of active products that consumers have rated 3 stars and below.

My Site: Approved, displayable reviews collected from all sources on active products.

Network: Approved, outbound syndicated reviews on active products from your native catalog that match with Bazaarvoice Network destinations.

% of products with 2 stars and below Percentage of active products that consumers have rated 2 stars and below.

My Site: Approved, displayable reviews collected from all sources on active products.

Network: Approved, outbound syndicated reviews on active products from your native catalog that match with Bazaarvoice Network destinations.

Industry benchmark Percentage of active products in your industry that consumers have rated within the range you have selected.

My Site: Average product ratings from the most recent quarter on all active products offered by similar brands within the Bazaarvoice Network.

Average rating impact

Understand how your review collection sources have affected average product ratings.

  • The My Site view displays how your review collection sources have affected the average ratings on your site.
  • The Network view displays how syndication has affected the average ratings on each Network destination site.
Insight Description Data source
Network impact How reviews you collected from the Bazaarvoice Network have affected average product ratings on your site and on the Bazaarvoice Network.

My Site: Approved, displayable reviews collected from all sources on active products.

Network: Approved, outbound syndicated reviews on active products from your native catalog that match with Bazaarvoice Network destinations.

Rating impact from other sources How reviews you collected from other sources, like custom campaigns, have affected average product ratings on your site and on the Bazaarvoice Network.

My Site: Approved, displayable reviews collected from all sources on active products.

Network: Approved, outbound syndicated reviews on active products from your native catalog that match with Bazaarvoice Network destinations.

Export average rating impact

Export a full version of your average rating impact metrics as a CSV file to understand how inbound syndication from Bazaarvoice Network sources have affected average product rating on your site and how outbound syndication from your site has affected average product rating at Bazaarvoice Network destinations.

Export dimension Description Filter selections
CSV by source Understand how inbound syndication from each Bazaarvoice Network source has affected average product rating on your site.

Date: Any date and comparison selection

Dashboard view: My Site

CSV by destination Understand how outbound syndication from your site has affected average product rating at each Bazaarvoice Network destination.

Date: Any date and comparison selection

Dashboard view: Network

CSV by product

My Site: Understand how inbound syndication from Bazaarvoice Network sources have affected average product rating of each active product on your site.

Network: Understand how outbound syndication from your site has affected average product rating of each active product at Bazaarvoice Network destinations that has been matched to an active product in your product catalog.

Date: All time

Dashboard view: My Site, Network

CSV by brand Understand how inbound syndication from Bazaarvoice Network sources have affected average product rating of each brand on your site.

Date: All time

Dashboard view: My Site

CSV by category Understand how inbound syndication from Bazaarvoice Network sources have affected average product rating in each category on your site.

Date: All time

Dashboard view: My Site

Product rating opportunities

Understand which products will benefit most from a response to reviews and low ratings.

Insight Description Data source
Products with low ratings Highly viewed products on your site that have an average rating below 3 stars.

My Site: Approved, displayable reviews collected from all sources on active products.

Reviews awaiting response Highly viewed products on your site that have an average rating below 3 stars and no responses to reviews in the last 30 days and all time.

My Site: Approved, displayable reviews collected from all sources on active products.

Top consumer sentiment

Understand the most common positive and negative themes and keywords present in the product review content on your site. Products in this section are listed in order of descending review count.

Insight Description Data source
Positive sentiment themes The most positively discussed product features taken from the most recent thousand reviews from each collection source.

My Site: Approved, displayable reviews collected from all sources on all products.

Negative sentiment themes The most negatively discussed product features taken from the most recent thousand reviews from each collection source.

My Site: Approved, displayable reviews collected from all sources on all products.

Marketing quotes The most notable quotes from recent reviews that mention common themes. Quotes are listed by most recent submission date.

My Site: Approved, displayable reviews collected from all sources on all products.

Common keywords The most frequently used keywords in product reviews. Keyword quotes are listed by most recent submission date.

My Site: Approved, displayable reviews collected from all sources on all products.

Network Summary Insights

Network Summary Insights (Network Insights) shows how your UCG program is performing at thousands of retail and brand sites across the entire Bazaarvoice Network.

Insight Description
Performance insights Surfaces key metrics that show how your brand’s UGC program is performing across the Bazaarvoice Network.
Sentiment insights
  • Sentiment insights—Shows what consumers like and dislike about your brand across the Bazaarvoice Network. Insights uses NLP algorithms to analyze consumer sentiments across millions of reviews.
  • Keyword insights—Shows the top keywords consumers use when describing your products across the Bazaarvoice Network. Keywords are retrieved using NLP technology.
Competitor insights Lets you compare your brand against key competitors that appear in the Bazaarvoice Network. Understand how you compare with a named competitor on rating performance, customer sentiment, and keyword insights.
Note: To understand how any of the performance metrics are calculated, select the information icon.

Prerequisites

To use Network Insights:

  • You must sell products across at least three retail websites within the Bazaarvoice Network. If you sell on fewer than three retail websites, there is insufficient data to produce meaningful results.
  • Your brand must be included in the Bazaarvoice brand catalog

Network Insights in practice

Here’s a few examples of what you can do with Network Insights:

  • Use your overall average star rating (of products within your catalog) to evaluate which of your products are performing well or poorly. For example:
    • Products that have low-rated (1-2 star) reviews indicate that you may need to investigate product quality, incomplete product descriptions, or pricing
    • Products that have high-rated (4-5 star) reviews could be used across your marketing channels. Showcase positive customer reviews, images, and videos in your marketing materials
  • Track overall positive and negative consumer sentiment, and compare how you’re doing to category competitors. Focus on product improvement based on customer feedback
  • Focus on keywords that come from negative reviews for product improvement. Use positive keywords to improve search engine optimization (SEO)

Refer to Recommended actions for tactics on how to improve your UGC performance.

Offerings: Basic and Premium

The following table highlights the differences between the Basic and Premium offerings for Network Summary insights.

PERFORMANCE METRICS Basic (4/10 metrics) Premium (10 metrics)
Number of products within the Network
Percent of products with displayable reviews
Average product rating
Average reviews per product
Percent of products rated 4+ stars
Number of products rated 4+ stars
Percent of reviews rated 4+ stars
Total displayable reviews
Percent product share
NETWORK INSIGHTS FEATURES Basic Premium
Percent of review share
Sentiment & Keyword insights
Competitor insights
Default filters
Competitor filter
In-app recommended actions
Export capabilities

Contact us to inquire about upgrading to Premium Network Insights.

Filter Network Insights

Use the filter drop-down lists to find the metrics you’re interested in.

Note: Each drop-down list includes a search field where you can type in directly what you're looking for.
Filter Description Example
BV Brand

This is the name that Bazaarvoice gives your brand.

Insight’s modeling algorithm unifies all the slightly different names retailers label your brand into a single entity called the BV Brand. This ensures more accurate reporting.

For example, the brand “Endurance Cycles” may be called “Endurance Cycles” with one retailer, “Endurance cycles” with another, and “Endurance Cycle” at another.

Filter by brand only, to get a high level overview of how your brand is performing across all retailers in the Bazaarvoice Network.

BV Category

This is the name that Bazaarvoice uses to define product categories, such as “Clothing” or “DIY”, across the Bazaarvoice Network.

Filter by category to compare your brand with the Bazaarvoice Network benchmark within a selected product category.

Product categories can be several tiers deep: Apparel & Accessories > Shoes > Athletic > Ballet & Dance > Tap shoes.
Competitor Select a named competitor to compare your brand with a named competitor within the Bazaarvoice Network. Native, approved reviews
You can filter by e-commerce site or country, but not both.
E-commerce Site Select an e-commerce site to understand how your brand is performing at a specific retail or brand website. For example, refer to how your newly launched skincare cream is performing at “X” retail site or at “Y” retail site.
Country Check how your UGC program is performing in different countries at the brand and category level. For example, your most popular brand may be underperforming (little or no reviews) in country "X".

Performance insights

Measure how your UGC program is doing across the Bazaarvoice Network. Armed with performance metrics (insights) you can:

  • Easily prepare for important meetings
  • Improve products and messaging
  • Prioritize resources
  • Make strategic business decisions

View performance insights

Performance insights surfaces four key UGC metrics (Basic customers) that you can use to track your UGC program’s performance.

To view performance insights:

  1. Sign in to the Portal .
  2. From the Portal menu, select Insights under Insights & Reporting.
    The main Insights page appears. From this page you can view the three dashboards.
    • Program Overview
    • Ratings & Reviews
    • Questions & Answers
  3. Select the Ratings & Reviews tab.
  4. Select Network Summary.
  5. Next apply filters to perform a deep dive into your performance insights.
    • Select your brand from the BV Brand drop-down list.
      Note: Bazaarvoice’s matching and modeling algorithm identifies the slightly different names retailers label your brand across the Bazaarvoice Network, so we can accurately report on how your UGC program is performing in aggregate.
    • Select a product category from the BV Category drop-down list. Performance metrics will update to show you how your UGC program is performing compared to category competitors (NETWORK) across the Bazaarvoice Network.
    • Select a website from the eCommerce Site drop-down list. Discover how your brand and category are performing at each retail site, regardless of syndication status.
      Or
    • Select a country from the Country drop-down list to check how your UGC program is performing in different countries at brand and category levels.
      Note: You can filter by e-commerce site or country, but not both.
  6. (Optional) Select the See recommended actions link for tactics on how to increase review collection and gain wider coverage on retail and brand websites.
  7. Select Export to export your performance insights to a CSV file.
Note: To understand how any of the metrics are calculated, select the information icon.

Performance metrics

Performance insights include the following metrics:

Insight Description Data source
Products with displayable reviews Percentage of your products that have native, syndicated, and product family reviews. Approved, displayable reviews from all time for active products
Average product rating Average product rating across the Bazaarvoice Network. Approved, displayable reviews from all time for active products
Average reviews per product Average number of displayable reviews that your reviewed products have. Approved, displayable reviews from all time for active, reviewed products
Products with 4+ stars Percentage of products that have displayable reviews that have a star rating of 4 or more. Approved, displayable reviews from all time for active products
Products with 4+ stars Number of your products that have displayable reviews that have a star rating of 4 or more. Approved, displayable reviews from all time for active products
Reviews with 4+ stars Percentage of your displayable reviews that have a star rating of 4 or more. Approved, displayable reviews from all time for active products
Total displayable reviews Total number of your reviews from all sources, including approved native, syndicated, and product family reviews. Approved, displayable reviews from all time for active products
Review share Percentage of displayable reviews from the total amount of displayable reviews within the selected BV Brand, BV Category, destination site, and/or country. Approved, displayable reviews from all time for active products
Product share Percentage of products from the total amount of products within the selected BV Brand, BV Category, destination site, and/or country. Approved, displayable reviews from all time for active products

Performance insights in practice

The table below indicates how each performance metric (insight) offers different opportunities to improve your UGC program.

Performance metrics Network Insights How to apply performance insights
  • Total number of products across the Bazaarvoice Network
  • Percentage of products that have displayable reviews
  • Average reviews per product
Basic Identify strategic collection and coverage opportunities so you can increase conversion rates using tactics such as:
  • Product sampling
  • Review request campaigns
  • Ramping up marketing efforts
  • Average product rating
  • Percentage of products rated 4+ stars
  • Number of products rated 4+ stars
  • Percent of reviews rated 4+ stars
Premium

Below average review ratings

  • Improve your product offering or product feature
  • Improve your product description on the Product Display Page (PDP)
  • Fine-tune your marketing messaging

Above average review ratings

  • Use as best practice example
  • Use these reviews as leverage when making strategic decisions.
  • Total displayable reviews
  • Percent product share
  • Percent of review share
Premium Use these metrics to gain a competitive advantage and better position your brand by keeping an eye on your key competitors.

Sentiment insights (Premium only)

Find out exactly what your customers are saying about your products. Sentiment insights can help you find customer satisfaction and pain points automatically.

Note: Sentiments include words (and their synonyms) or phrases that describe a product. For example, if you select the sentiment "Disappointing," the dashboard displays all customer reviews that contain that word, synonyms associated with that word, or both.
Review Context Description Example sentiment themes
Positive Insights uses NLP technology to pull the “Top 10 positive” sentiments from customer reviews across the entire Bazaarvoice Network. Quality | Durable | Comfort
Negative Insights uses NLP technology to pull the “Top 10 negative” sentiments from customer reviews across the entire Bazaarvoice Network. Returns | Disappointing | Small
Note: Sentiment insights are based on data from approved, displayable reviews on active products.

View sentiment insights

To view sentiments insights, complete the following steps.

Note: If you select a sentiment, for example, the sentiment “Disappointing,” the dashboard will automatically list all customer reviews that contain the word “Disappointing” as well as synonyms associated with the sentiment “Disappointment”.
  1. Sign in to the Portal .
  2. From the Portal menu, select Insights under Insights & Reporting. The main Insights page appears.
  3. Select the Ratings & Reviews tab.
  4. Select Network Summary.
  5. Use any of the Network Insights filters in the top navigation bar to drill down into your sentiment insight:
    • Select your brand from the BV Brand drop-down list.
    • Select a product category from the BV Category drop-down list.
    • Select a website from the eCommerce Site drop-down list.
      Or
    • Select a country from the Country drop-down list to filter by country.
  6. Go to the Sentiments panel on the Network Summary page. The “Top ten positive sentiments” appear by default.
  7. Select Negative to pull up the “Top ten negative” sentiments for the selected filters.
  8. Select the sentiment you’re interested in.
  9. The dashboard will dynamically update to list all reviews that contain the selected sentiment.
  10. (Optional) Select the See recommended actions link for guidelines on how to exploit negative and positive customer sentiments.

Sentiment example

This is a customer review under the “Negative” sentiment category, filtered by the sentiment theme “Quality”:

Kids Toy Cash Register (100478393)
Reviewer: Lan30 | Rating: 1| Jan 19, 2020 | Native
“Bought as a santa present. Worked for less than 2 weeks then stopped working”

The exact sentiment or word “Quality” may not be found in the review text; however, Bazaarvoice’s NLP technology reads through every review and analyzes the phrases and synonyms that surround each product sentiment. The analysis model looks for any mention of alternative phrases or synonyms for “Quality,” such as “Inferior,” ”Superior,” “Very durable,” or “Excellent condition.”

Sentiment insights in practice

Use positive customer sentiment insights to do the following:

  • Showcase positive customer reviews, images, and videos across your marketing channels.
  • Use real customer quotes on your website to build trust and improve brand positioning.

Use negative customer sentiment insights to do the following:

  • Inform product development of issues or trends.
  • Tailor marketing tactics or product messaging.

Keyword insights (Premium only)

Discover keywords found across active product reviews, or filter top-rated (4-5 star) and lower-rated (1-2 star) product reviews.

Keyword insights highlight the “Top 10 keywords” used in customer reviews about your brand. Knowing which keywords (either positive or negative) customers are using to talk about your products can help shape product improvements and marketing tactics.

NLP algorithms extract single, frequently-used keywords such as “Love,” “Expensive,” “Comfort,” “Uncomfortable,” “Easy,” “Color,” and “Durable” from customer reviews across the entire Bazaarvoice Network.

Note: Keyword insights are based on data from approved, displayable reviews on active products.

View keyword insights

  1. Sign in to the Portal .
  2. From the Portal menu, select Insights under Insights & Reporting. The main Insights page appears.
  3. Select the Ratings & Reviews tab.
  4. Select Network Summary.
  5. Use any of the Network Insights filters in the top navigation bar to drill down into your keyword insights:
    • Select your brand from the BV Brand drop-down list.
    • Select a product category from the BV Category drop-down list.
    • Select a website from the eCommerce Site drop-down list.
    • Select a country from the Country drop-down list to filter by country.
  6. Go to the Keywords panel on the Network Summary page.
  7. Drill down further and filter:
    • Across all your product reviews
    • By top-rated (4-5 star) product reviews
    • By low-rated (1-2 star) product review
  8. Select any one of the top keywords to drill down into your keyword insights. The dashboard will automatically list all consumer reviews that contain the highlighted keyword in context.
  9. (Optional) Select the See recommended actions link for guidelines on how to exploit keyword insights.
Tip: Each review also shows the review metadata, the rating, what day it was left, if it’s native or syndicated, and a link to where the product review lives.

Keywords example

Here is a 4-5 star customer review filtered by the keyword “love.”

Novelty Facemask (9183409)
Reviewer: Susie | Rating: 5 | Aug 17, 2020 | Native
“I love this cool face mask. It’s very comfortable to wear. Good quality too, I have washed it several times already!”

Note: The selected keyword will be highlighted in all the reviews pulled from the Bazaarvoice Network.

Keywords insights in practice

Use keyword insights to do the following:

  • Improve search engine optimization (SEO) for your products.
  • Inform product development of issues or trends in low rated (1-2 star) reviews.
  • Use keywords from high-rated (4-5 star) reviews as inspiration for product descriptions and marketing tactics.

Competitor insights (Premium only)

Competitor insights lets you discover how you measure up against your competition at retail and brand websites across the Bazaarvoice Network.

Note: Insights can access data for a brand's active products as long as it's sold at a retail site in the Bazaarvoice Network. Competitor brands can be outside the Bazaarvoice Network. To request additional competitors (25 maximum) that are not currently displayed, contact Bazaarvoice Support and create a support ticket.

Benchmark your brand against a named competitor by comparing the following:

  • UGC performance metrics
  • Positive and negative sentiments for similar products
  • Keywords for similar products

View competitor insights

  1. Sign in to the Portal .
  2. From the Portal menu, select Insights under Insights & Reporting. The main Insights page appears.
  3. Select the Ratings & Reviews tab.
  4. Select Network Summary.
  5. Use any of the Network Insights filters in the top navigation bar to drill down into your keyword insights:
    • Select your brand from the BV Brand drop-down list.
    • Select a product category from the BV Category drop-down list.
    • Select a named competitor from the Competitor drop-down list to compare how you stack up against your competition across the Bazaarvoice Network.
      The Network Insights dashboard updates dynamically for performance, sentiments, and keywords to benchmark you (side-by-side comparison) against the selected competitor.
  6. (Optional) Select an e-commerce site from the eCommerce drop-down list to compare how you and a competitor are performing at a retailer site for similar products.
  7. (Optional) Select a country from the Country drop-down list to check how your UGC program is performing in different countries at brand and category levels.
  8. Select Export to export your competitor performance insights to a CSV file.
Note: You can filter by e-commerce site or country, but not both.
Tip: After tracking a competitor, select the See recommended actions link to get ideas about how to increase review collection, gain wider distribution, and stand apart from your key competitors.

Competitor example

Insights metrics show you that within the “Sportswear” product category, 12.8% of your sportswear products have consumer reviews compared to your key competitor who have 46.1% coverage. Use this as a temperature gauge to identify ways to increase your percentage of product reviews (through product sampling, syndication, or email campaigns, etc.).

Questions & Answers insights

Insight Description Data source
Questions that need an answer Native questions submitted in the past 30 days that haven't been answered. Approved, native questions from the past 30 days
Products with questions that need an answer Products that have native questions that haven't been answered. Approved, native questions from the past 30 days
Products with frequently asked questions Consumer quotes pulled from questions submitted on your website. Approved, native questions from all time

Filter Questions & Answers insights

Use the following filters to limit the dataset for your Questions & Answers insights:

  • Products—Limit data to specific products, brands, or categories.

For more information about these filters, select the help icon Help icon in the upper-right corner of the Bazaarvoice Portal.

Engagement insights

Engagement insights has the following tabs:

Display engagement insights

Display engagement shows how Bazaarvoice content displayed on your site inspires visitors to complete goals, convert, and place orders of higher value. Use this dashboard to evaluate how displaying UGC affects your site experience by measuring visitor engagement, goal completion, conversion rate, average order value, and revenue per visitor across different levels of engagement.

The display engagement dashboard has two views:

Transactional view
Select Transactional from the dashboard toggle to refer to the following insights:

Behavioral view
Select Behavioral from the dashboard toggle to refer to the following insights:

Prerequisites

To access the transactional display engagement dashboard, you must:

  1. Configure pages on your site to display Bazaarvoice UGC.

  2. Add the BV Pixel loader file to the pages on which you want to track visitor transactions. Learn how to add the BV loader.

  3. Add the Transaction event tag to your BV Pixel implementation to start capturing and sending transactional events. Learn how to add the transaction event tag.

To access the behavioral display engagement dashboard, you must:

  1. Configure pages on your site to display Bazaarvoice UGC.

  2. Add the BV Pixel loader file to the pages on which you want to track visitor transactions. Learn how to add the BV loader.

  3. Add the Conversion event tag to your BV Pixel implementation to start capturing and sending behavioral events. Learn how to add the conversion event tag.

Filter display engagement

Use the following filters to limit the dataset for your display engagement dashboard:

  • Date—Include engagement data from the selected month or range. You can select months as far back as two years.

  • Content—Include engagement data from a specific display type, deployment zone, or goal.

    • Display type—Include engagement data from the selected Bazaarvoice content display type.

    • Deployment zone—Include engagement data from the selected deployment zone. A deployment zone is a page or site to which you deploy an implementation. For more information about configuring and deploying implementations to staging and production environments, refer to Configuration.

    • Goal—Behavioral dashboard only. Include engagement data from visitors to pages that contain interactive elements that map to the selected visitor goal. For example, selecting the goal Add to Cart will include data only from pages that contain an Add to Cart button.

  • Products—Include engagement data from products within a specific product category.

    • Category—Include engagement data from the selected product category. You can only select a category within the first and second levels of your category hierarchy, as defined in your product catalog.

Data availability

Data availability for the most recently completed month depends on your BV Pixel implementation and the types of data it’s configured to send.

  • If your dashboard measures transactional data, like conversion rate, average order value, and revenue per visitor, you can select the most recently completed month on the sixth day of the current month. This data availability depends on a three-day attribution window that begins on the first day of the current month, followed by three additional days of data processing.

  • If your dashboard measures behavioral data, like goal completion, you can select the most recently completed month on the third day of the current month. This data availability depends on three days of data processing.

Data availability example

The following calendar illustrates the period of time captured in a month:

 1  2  3  4  5  6  7
 8  9 10 11 12 13 14
15 16 17 18 19 20 21
22 23 24 25 26 27 28
29 30 31  1  2  3  4
 5  6

Key: Engagement and transactions |  Transactions only |  Data processing |  Data available

For May’s data, the following dates apply:

Transactional data

  • June 1-3: Attribution window
  • June 4-5: Data processing
  • June 6: May selectable in date filter

Behavioral data

  • June 1-3: Data processing
  • June 3: May selectable in date filter

Attribution window

When a visitor completes an order, that order and its revenue is attributed to the shopper’s most engaged session within three days of their initial visit to the product page. These three days are known as the attribution window.

For example, a customer might look at reviews on a product display one day, but purchase the product the next day. This purchase falls within the window of time when Bazaarvoice attributes the purchase to the reviews that the customer read.

Visitor engagement

Understand how many unique visitors visited a page where a Bazaarvoice display is installed and how much those visitors engaged with the displayed UGC. This section defines the visitor engagement segments referenced in the other tabs of your display engagement dashboard. Visitor metrics are tracked by the BV loader.

Metric Description
All visitors Total visitors across any page where a Bazaarvoice display is installed.
Note:The specific pages tracked depend on whether your BV Pixel is configured to capture transactional or behavioral events. For more information, refer to the prerequisites section.
Engaged Visitors who selected, highlighted, sorted, filtered, paginated, hovered, or scrolled to view Bazaarvoice content on screen.
Passively engaged Visitors who only viewed Bazaarvoice content on screen but did not actively engage with any functionality.
Actively engaged Visitors who selected, highlighted, sorted, filtered, paginated, or hovered within the Bazaarvoice display.
Did not engage Visitors who loaded a page with Bazaarvoice content but did not engage.
No content available Visitors who loaded a page with a Bazaarvoice display that didn't contain UGC. For example, loading a product page that has no reviews.

Visitor engagement example

Date Action Analysis
Day 1: March 18, 12:08 PM Jane visits your website and browses the product page for "SUPER Speed Running Shoes." These shoes have Ratings & Reviews content. She scrolls down to read the content but does not actively select it (for example, she does not sort or filter the Ratings & Reviews). Jane decides to wait before making her purchase because she wants to do more research, so she does not place an order. Jane is considered a Passive visitor in the Shoes category because she did not actively interact with Bazaarvoice content.
Day 1: March 18, 2:23 PM Later that day, Jane decides to browse a different product: "Formula Fresh Laundry Detergent." This product also has Ratings & Reviews content. She notes the Rating Summary at the top of the page indicates the product has 721 reviews with a 4.5 average star rating. This information gives her the confidence to place an order without scrolling down to read or select Ratings & Reviews. Jane is considered a visitor in the Did Not Engage segment in the Laundry category because there was content on the page, but she did not engage with it passively or actively.
Day 1: March 18, 6:39 PM Later that evening, Jane decides to browse a third product, which is also in the Laundry category: "Amazing Scent Fabric Softener." This product does not yet have Ratings & Reviews content, but she decides to place an order for this product anyway, given the product requires a fairly low level of consideration. This action alone would put Jane in the No Content segment in the Laundry category.
Day 4: March 21, 9:32 PM Three days later, Jane comes back to research the "SUPER Speed Running Shoes" again. She scrolls down to the Ratings & Reviews content and, unlike her previous visit to the page, actively filters for only the 4-star reviews. She now decides she has enough information to make her purchase decision and places an order for the shoes. Jane is now considered an Active visitor in the Shoes category.

Goal completion

Understand how the presence of and engagement with Bazaarvoice content displays affects the rate at which visitors complete behavioral goals. Goals are visitor behaviors on pages with interactive elements like Where To Buy or Add To Cart buttons. This section references the visitor engagement segments defined in Visitor engagement. Goals are defined and tracked by the BV Pixel conversion event.

Metric Description
Goal completion Percentage rate at which visitors complete goal behaviors. Calculated as # Goals divided by # Visitors.
All visitors Overall average rate at which visitors completed a goal behavior, across all different levels of engagement.
Engaged Visitors who completed a goal behavior after they selected, highlighted, sorted, filtered, paginated, hovered, or scrolled to view Bazaarvoice content on screen.
Passively engaged Visitors who completed a goal behavior after they only viewed Bazaarvoice content on screen but did not actively engage with any functionality.
Actively engaged Visitors who completed a goal behavior after they selected, highlighted, sorted, filtered, paginated, or hovered within the Bazaarvoice display.
Did not engage Visitors who completed a goal behavior after they did not engage with Bazaarvoice content.
No content available Visitors who completed a goal behavior after they loaded a page with a Bazaarvoice display that didn't contain UGC.
Goal completion lift Percentage difference in goal completion rate between visitors who engaged and those who did not. This metric represents the impact of displaying Bazaarvoice content on visitor goal completion rates.

Conversion rate

Understand how the presence of and engagement with Bazaarvoice content displays affects the rate at which visitors convert. This section references the visitor engagement segments defined in Visitor engagement. Orders are tracked by the BV Pixel transaction event.

Metric Description
Conversion rate Percentage rate at which visitors place orders. Calculated as # Orders divided by # Visitors.
All visitors Overall average rate at which visitors placed orders, across all levels of engagement.
Engaged Rate at which visitors placed orders after they selected, highlighted, sorted, filtered, paginated, hovered, or scrolled to view Bazaarvoice content on screen.
Passively engaged Rate at which visitors placed orders after they only viewed Bazaarvoice content on screen but did not actively engage with any functionality.
Actively engaged Rate at which visitors placed orders after they selected, highlighted, sorted, filtered, paginated, or hovered within the Bazaarvoice display.
Did not engage Rate at which visitors placed orders after they did not engage with Bazaarvoice content.
No content available Visitors who placed an order after they loaded a page with a Bazaarvoice display that didn't contain UGC.
Conversion rate lift Percentage difference in conversion rate between visitors who engaged and those who did not. This metric represents the impact of displaying Bazaarvoice content on visitor conversion rates.

Revenue per visitor

Understand how the presence of and engagement with Bazaarvoice content displays affects the average revenue received from each visitor. This section references the visitor engagement segments defined in Visitor engagement. Revenue is tracked by the BV Pixel transaction event.

Metric Description
Revenue per visitor Average revenue received from each visitor. Calculated as # Revenue divided by # Visitors.
All visitors Overall average revenue received from each visitor, across all different levels of engagement.
Engaged Average revenue received from each visitor who selected, highlighted, sorted, filtered, paginated, hovered, or scrolled to view Bazaarvoice content on screen.
Passively engaged Average revenue received from each visitor who only viewed Bazaarvoice content on screen but did not actively engage with any functionality.
Actively engaged Average revenue received from each visitor who selected, highlighted, sorted, filtered, paginated, or hovered within the Bazaarvoice display.
Did not engage Average revenue received from each visitor who did not engage with Bazaarvoice content.
No content available Average revenue received from each visitor who loaded a page with a Bazaarvoice display that didn't contain UGC.
Revenue per visitor lift Percentage difference in revenue per visitor between visitors who engaged and those who did not. This metric represents the impact of displaying Bazaarvoice content on revenue per visitor.

Average order value

Understand how the presence of and engagement with Bazaarvoice content displays affects the average value of each order. This section references the visitor engagement segments defined in Visitor engagement. Orders are tracked by the BV Pixel transaction event.

Metric Description
Average order value Average value of each order that visitors placed. Calculated as # Revenue divided by # Orders.
All visitors Overall average value of each order placed by visitors across all levels of engagement.
Engaged Average value of each order placed by visitors who selected, highlighted, sorted, filtered, paginated, hovered, or scrolled to view Bazaarvoice content on screen.
Passively engaged Average value of each order placed by visitors who only viewed Bazaarvoice content on screen but did not actively engage with any functionality.
Actively engaged Average value of each order placed by visitors who selected, highlighted, sorted, filtered, paginated, or hovered within the Bazaarvoice display.
Did not engage Average value of each order placed by visitors who did not engage with Bazaarvoice content.
No content available Average value of each order placed by visitors who loaded a page with a Bazaarvoice display that didn't contain UGC.
Average order value lift Percentage difference in average order value between visitors who engaged and those who did not. This metric represents the impact of displaying Bazaarvoice content on average order value.

Message engagement insights

Prerequisites

To display message engagement data, ensure you have sent messages through Bazaarvoice in the selected period. If there is no data, adjust your filters or configure messages to begin sending messages through Bazaarvoice.

Filter message engagement

Use the following filters to limit the dataset for your message engagement dashboard:

  • Date—Limit the dataset to engagement events captured within the selected date range. Select a pre-defined time period or specify your own date range. Select an option from the Compare list to compare the specified time period with the previous period, previous year, or a custom data range. You can select dates as far back as two years.

    Note: The date filter applies to individual engagement events, rather than filtering messages sent in the selected period.

    The following table shows how date comparison works using an example date of 06/04/2021. All dates are in the format mm/dd/yyyy.

    Date selection Date range Previous period Previous year
    Last 30 days 05/05/2021-06/04/2021 04/04/2021-05/04/2021 05/05/2020-06/04/2020
    Last month 05/01/2021-05/31/2021 04/01/2021-04/30/2021 05/01/2020-05/31/2020
    Last quarter 01/01/2021-03/31/2021 10/01/2020-12/31/2020 01/01/2020-03/31/2020
    Custom 04/15/2021-06/01/2021 02/26/2021-04/14/2021 04/15/2020-06/01/2020
  • Content—Limit engagement data to one or more specific message types, message delivery methods, locales, or deployment zones.

    • Message type—Select the types of Bazaarvoice messages for which you want to display engagement data. For more information about message templates, read Message templates.

    • Method type—Select a message delivery method to display engagement data for that type. Messages can be delivered via email, SMS, and MMS.

    • Locale—Select a region and language in which messages were originally sent to display engagement data from that locale.

    • Deployment zone—Include only engagement events captured in messages sent from the selected deployment zones. A deployment zone is a page or site to which you deploy an implementation. Learn about configuring and deploying implementations to staging and production environments.

Switch the toggle between Unique and Total to modify how the engagement dashboard aggregates and displays engagement metrics.

  • Unique—Counts the number of distinct messages in which the engagement event was captured for the first time. Each unique event can be captured once for each message sent.
  • Total—Counts the number of times that messages captured the engagement event at least once each hour in the selected period. By counting events each hour, we can better gauge how many users are returning to their message at a later time. This allows us to filter out the noise of extra clicks, page reloads, and message opens that occur within a few minutes of each other, which we consider to be part of the same interaction or engagement event.

Message engagement

Understand how your Bazaarvoice messages performed over a time period. Message engagement shows an aggregate view of messages as they travel through the engagement funnel.

The following table describes the message engagement metrics and the filter selection required to view them.

Metric Description Filter selections
# Sent Number of messages Bazaarvoice sent.

Dashboard view: Unique, Total

# Delivered Number of messages delivered to users' inboxes.

Dashboard view: Unique, Total

% Delivered Percentage difference in the number of messages sent and delivered.

Dashboard view: Unique, Total

# Unique opened Number of messages that were opened for the first time.

Dashboard view: Unique

% Unique opened Percentage difference in the number of messages opened for the first time and the number of messages sent.

Dashboard view: Unique

# Total opened Number of times that messages were opened at least once each hour.

Dashboard view: Total

% Total opened Open rate based on the number of times that messages were opened at least once each hour, divided by the number of messages sent.

Dashboard view: Total

# Unique clicked Number of messages that have call-to-action (CTA) links that were clicked for the first time. Some message types include specific CTA links, such as "Write a review" for review requests. CTA links can also include "View content," "Upload a photo," "Unsubscribe," "Contact customer service," and custom links.

Dashboard view: Unique

% Unique clicked Percentage difference between the number of messages that have call-to-action links that were clicked for the first time and the number of messages sent.

Dashboard view: Unique

# Total clicked Number of times that messages that have call-to-action (CTA) links were clicked at least once each hour.

Dashboard view: Total

% Total clicked Click rate based on the number of times that messages that have call-to-action links were clicked at least once each hour, divided by the number of messages sent.

Dashboard view: Total

# Unique submitted Number of messages that generated their first submission.

Dashboard view: Unique

% Unique submitted Percentage difference between the number of messages that generated their first submission and the number of messages sent.

Dashboard view: Unique

# Total submitted Number of times that content was submitted at least once each hour.
Note: A message that generated multiple submissions within the same hour will only count toward total submitted once. You can find the total number of submissions your Bazaarvoice messages have collected in collection source insights.

Dashboard view: Total

% Total submitted Submit rate based on the number of times that content was submitted at least once each hour, divided by the number of messages sent.

Dashboard view: Total

Industry benchmark Average number of messages sent and percentage of messages delivered, opened, clicked, and submitted in your industry for the selected message type in the most recent quarter.

Dashboard view: Unique, Total

Message type: Review request, Review request reminder, Ask a product owner

Note: Industry benchmarks are only available when a single specified message type is the only filter option selected.
# Bounced Number of messages Bazaarvoice sent that were not delivered to users' inboxes. Hard bounces occur when an email address does not exist or when an email message fails to meet security policies (SPF , DKIM , or DMARC ). Soft bounces occur when users' inboxes are too full or when the receiving email server is offline.

Dashboard view: Unique, Total

# Unsubscribed Number of messages containing an "Unsubscribe" link clicked by users to unsubscribe from receiving future messages.

Dashboard view: Unique, Total

# Complained Number of messages that caused users to complain. Users can complain by clicking the "This is spam" button in their email clients or by filing complaints with their email providers.

Dashboard view: Unique, Total

Understand how your messages performed over a time period by grouping engagement events by the hour, day, week, and month in which they were captured.

The following table describes the message engagement trends metrics and the filter selections required to view them.

Metric Description Filter selection
Unique engagement by hour Number of messages in which an engagement event was captured for the first time during the specified hour. Time zone is based on Coordinated Universal Time (UTC).

Dashboard view: Unique, Hourly

Total engagement by hour Number of messages in which an engagement event was captured during the specified hour. Time zone is based on Coordinated Universal Time (UTC).

Dashboard view: Total, Hourly

Unique engagement by day Number of messages in which an engagement event was captured for the first time on the specified day.

Dashboard view: Unique, Daily

Total engagement by day Number of times that messages captured an engagement event for the first time each hour on the specified day.

Dashboard view: Total, Daily

Unique engagement by week Number of messages in which an engagement event was captured for the first time in the specified week.

Dashboard view: Unique, Weekly

Total engagement by week Number of times that messages captured an engagement event for the first time each hour in the specified week.

Dashboard view: Total, Weekly

Unique engagement by month Number of messages in which an engagement event was captured for the first time in the specified month.

Dashboard view: Unique, Monthly

Total engagement by month Number of times that messages captured an engagement event for the first time each hour in the specified month.

Dashboard view: Total, Monthly

Filter data

Create a filter

To select and apply filter criteria:

  1. Select Products to open the filter options.
  2. Select Products, Brand, or Category.
  3. Start typing the name or ID of the product, brand, or category.
  4. Select the option you want from the list of matches to add it to the filter criteria.
  5. Repeat steps 2-4 for each product, brand, or category you want to add.
  6. Select Apply and close.

To remove criteria from a filter:

  1. Select Products or Content to open the filter options.
  2. Select the X next to the product, brand, category, or locale you want to remove.
  3. Select Apply and close.

To remove all filter criteria, select Clear all.

Save a filter

To save filter criteria for future use:

  1. Select Save filters.
  2. Enter a name for the filter.
  3. Select Save.

To apply a saved filter:

  1. Select Saved filters to open saved filter options.
  2. Select the saved filter you want to apply.

To delete a saved filter:

  1. Select Saved filters to open saved filter options.
  2. Select the trash icon.

Export data

You can export Insights data into comma-separated value (CSV) files. You can then import these data files into a spreadsheet application, such as Google Sheets or Microsoft Excel, to share with stakeholders in your organization so you make informed decisions about your program.

  1. Select the Export link in the upper-right corner of the insight you want to export.
  2. Choose an export option.
    • Download CSV—Export the selected insight including all active filters.
    • Export selected metrics—Export selected Network Summary performance insights including all active filters.
    • Export competitor rankings—Export ranked Network Summary performance insights of all brands in the same category within the Bazaarvoice Network.
  3. A CSV file with available data for that insight downloads to your default downloads directory.
Note: The maximum number of rows in the export file is 5,000.

Customize Insights data

Gain expanded reporting capabilities with the Customize in Reports feature. Use this feature to export selected categories of data from Insights to Reports. After export, you can further customize output and schedule Insights data reports to run automatically for ongoing analysis.

Note: To learn how to work with data in Reports, read steps to create and customize a report and manage reports.

Eligible data

Use the Customize in Reports feature with:

  • Coverage insights—Export data from the coverage opportunities chart on the Coverage tab of the Ratings & Reviews dashboard. Filter information by product, category, or brand, then send the data to Reports for more filtering and analysis.
  • Network Summary (Premium) insights—Export data found on the Network Summary (Premium) tab of the Ratings & Reviews dashboard. Pre-filtered performance insights, sentiment insights, and common keywords are available for scheduling in Reports. You cannot, however, apply additional filters to this data once exported.

Export data to Reports

Follow these steps to export Insights data to Reports:

  1. Select data from one of the following Ratings & Reviews dashboard tabs:

    • Coverage
    • Network Summary (Premium)
  2. Select Export > Customize in Reports.

    The Custom Reports page appears.

  3. Select or deselect report data.
  4. Narrow the size and focus of the report.
  5. Set delivery options.
  6. Select Run report.

For more information, read steps to create and customize a report.

Every Insight has a See recommended actions link with a wide range of high-impact actions you can apply to your UGC program. Each recommended action is tailored to your individual Ratings & Reviews program.

Note: Recommended actions are ordered by level of impact from highest to lowest.

Recommended actions might include the following:

  • Ramp up your review collection by running a review request campaign.
  • Refresh your product page copy by updating your PDP.
  • Build better products by collaborating with product development.
  • Share intelligence with marketing by fine-tuning your marketing tactics.
  • Leverage specific Bazaarvoice solutions such as running a Bazaarvoice sampling campaign.

To view recommended actions for each insight:

  1. Select the See recommended actions link on the left sidebar.
  2. Review the details of each recommended action and follow the links to view articles about each topic.

Definitions

This section provides definitions for the content types and metrics found in Insights.

  • Active product—Product that is available for purchase and review, as defined in your product catalog.
  • Approved reviews—Reviews approved by moderation.
  • Average rating—Calculated by adding star ratings from the past 30 days, and dividing by the total number of reviews that were submitted over the same period.
  • Benchmark—Compares your products with median, global UGC benchmarks for your industry or vertical from the most recently completed quarter. Your benchmark industry may not match your automatically assigned Bazaarvoice category.
  • BV brand—The brand name that Bazaarvoice uses for your brand across the Bazaarvoice Network. The Bazaarvoice brand-mapping machine learning model uses a combination of analyst matching and modeling to match the slightly different names retailers call your brand across the Network.

    For example, the brand “Endurance Cycles” may be called “Endurance Cycles” with one retailer, “Endurance cycles” with another, and “Endurance Cycle” at another. Bazaarvoice matches and unifies these brand names into a single entity called the BV brand. This more accurately presents and reports data.

  • BV category—The category name that Bazaarvoice uses to define a particular product category across the Network. The Bazaarvoice category-mapping machine learning model uses a combination of analyst matching and modeling to consider both product title and the category provided in your product catalog to map a given product to a Bazaarvoice category taxonomy of up to seven tiers. The category mapping model will map a product to the lowest possible tier. The following is an example of a mapping with four tiers:

    Apparel & Accessories > Shoes > Athletic > Ballet & Dance

    In this scenario, the Bazaarvoice category displayed would be Ballet & Dance.

  • Category score—Average product score across all Network review data that falls into the assigned Bazaarvoice category. Comparing your product score to the category score lets you know how well your product is performing for a given feature compared to other similar products.
  • Displayable reviews—All reviews from these sources:
  • Native reviews—Reviews submitted through native review collection sources.
  • Network benchmark—Compares your brand against the Network aggregate data. The Network score is an aggregated total calculated from review data across the entire Network.
  • Network reviews—Reviews syndicated to your site from the Network.
  • Product score—Score from 0 (negative) to 10 (positive) derived from sentiment analysis of a given feature (for example, quality or price). It is not tied to the product’s star rating.

    Note: Moderation codes and custom submission form values do not influence this score.

Common questions (General)

Look through these frequently asked questions for help solving common Insights issues.

Contact your Bazaarvoice Client Success Director or Bazaarvoice Support if the Insights app doesn't appear in the Portal menu.

There are many reasons why data may be empty. Most are related to your product catalog or BV Pixel implementation. If no data is available in the Insights app, make sure your technical integration is healthy. The data you pass to Bazaarvoice determines the metrics shown in the app.

It takes about 48 hours before raw data and metrics are available in Insights. For example, if a review is moderated, the data may not be available in our reporting systems for 24 hours. It can take another 24 hours before aggregated metrics can be built on that data.

You can't directly edit the assigned Bazaarvoice category because it's determined by machine learning. The most direct way to change your Bazaarvoice category mapping is to change product names or categories in your product catalog to better reflect the appropriate category. After you make changes to your product catalog, you can expect the Bazaarvoice category change to be implemented within about 10 days.

Yes. The Insights app shows data collected using the Ratings & Reviews API as long as you're passing events from all pages with UGC on your site to Bazaarvoice. You can use BV Pixel to send events like page views and transactions to Bazaarvoice.

Yes. The Insights app displays performance and consumer sentiment metrics for non-English reviews, such as review rejection rate, collection volume, review response, products with high page traffic but low review count, question response, and more.

Bazaarvoice analyzes ratings and reviews with natural language processing to identify consumer sentiment insights. Key words and phrases are recognized and analyzed to discover common themes in consumer sentiment and highlight notable quotes.

Your product catalog provides essential data about your brands, product categories, and the products that you offer. Providing a healthy product catalog feed is critical for generating valuable metrics and reports.

A high-quality product catalog feed must contain the following key fields: category, product name, product ID, image URL, and product URL.

Common questions (Network Insights)

Look through these frequently asked questions for help solving Network Summary Insights issues.

1. Sign in to the Bazaarvoice Portal .

2. From the Portal menu, select Insights under Insights & Reporting. The main Insights page appears.

3. Select the Ratings & Reviews tab.

4. Select Network Summary.

The basic (free) account gives you performance metrics for four basic Network Summary Insights. Premium gives you six additional performance metrics. Premium also allows you to dive into network sentiments and competitor data. You can also export your insights reports using the premium version.

If competitors are missing or inaccurate from the Competitor drop-down list, contact Bazaarvoice Support to open a support ticket. Please detail the BV Brand, BV Category, and which competitor you were expecting to appear in the drop-down list.

You may have multiple brands that sell in a single category. For example, you may sell a luxury shampoo brand and a mass-market shampoo brand. Because both brands sell in the ‘Shampoo’ category, they are competitors.

No. Named competitors appear in Network Insights based on their BV Category mapping. Ignore a competitor you’re not interested in and select the competitor you want to dive into.

No. The Competitor drop-down list includes both Bazaarvoice and non-Bazaarvoice client brands. As long as a competitor brand sells at any Bazaarvoice retail site, Insights will have visibility into their data.

Named competitors are brands who sell products in one or more of the same categories as your brand. You can narrow down the list of competitors using the available filters. Insights currently shows the top 25 competitors in each category. Competitors are ranked by the number of products they have in the selected category, from highest to lowest.

This is based on your product catalog feed. If a brand’s feed includes products from the selected BV Brand drop-down list and the BV Category drop-down, that brand’s e-commerce site will be listed.

Contact your Client Success Director or Bazaarvoice Support to open a support ticket detailing which e-commerce sites are missing.

Note: There is a threshold. Any BV Brand + e-commerce Site combination with >= five products is included in the insights data and displayed. Any that do NOT meet this threshold are removed from the drop-down list.

You can use filters to narrow down insights displayed in your dashboard. Yes, filtered sentiment insights are carried through to an exported report. However, filtered performance insights data is not carried through into an exported report.

Network Insights displays comparison metrics. So, if you haven't yet selected anything for comparison, such as a BV Category or Competitor, then insights metrics are not available.

Contact your Client Success Director or Bazaarvoice Support to open a support ticket detailing which brands need to be investigated and corrected.

Yes. Insights doesn’t expect BV Brand mappings to be perfect. Contact your Client Success Director or Bazaarvoice Support to open a support ticket detailing which brands you need added, updated, or removed.

Yes. The Average Product Rating metric refers to the average number of displayable reviews for your brands’ products at a selected retail site.

Network Insights counts all active product instances assigned to that brand across our network. It does not take into account individual SKUs or unique product IDs. So, if one SKU is sold at 10 retailers, that would be counted as 10 products.

BV Category mapping won't always match every product to a category perfectly. Contact your Client Success Director or Bazaarvoice Support to open a support ticket detailing which BV Categories your brand belongs to.

Contact your Client Success Director (CSD) or Bazaarvoice Support to open a support ticket detailing which brand you need access to.

Bazaarvoice uses natural language processing (NPL) technology to analyze and compare the most common positive and negative themes in approved reviews. The exact sentiment or a specific word such as ‘Quality’ may not be found in the review text; however, Bazaarvoice’s NLP technology reads through every review and analyzes the phrases and synonyms that surround each product sentiment. For example, alternative phrases or synonyms for ‘Quality,’ such as ‘Inferior,’ ‘Superior,’ ‘Very durable,’ or ‘Excellent condition.’

Sentiment percentages take into account ‘native’ reviews only. Native reviews means that even if a brand syndicates reviews to a retailer, those reviews will only be counted once. Sentiment percentages are calculated based on the percent of reviews with positive sentiment (4- and 5-star native reviews) and negative sentiment (1- and 2-star native reviews). The sum of both positive and negative sentiment reviews is divided by the sum of total native reviews.

The sentiment calculation is based on the last 1,000 native reviews.

Network Insights gives you a much broader picture of how your brand and user-generated content (UGC) program is performing. It counts all active product instances, not unique product IDs or SKUs. Network Insights are agnostic of syndication, which means it pulls in more data than, for example, an outbound syndication report does and is more accurate.

Network performance insights count all active product instances, not unique product IDs or stock-keeping units (SKUs). For example, if five different retailers sell the same product with one syndicated review, the reviews will be counted five times in Network Insights. This gives a client a better idea of their holistic UGC program. Network Insights measures a brand’s performance so each syndicated review counts as a valid review at each retailer.

Network Insights are agnostic of syndication, meaning Network Insights pulls in more data than a syndication report does and is more accurate.