The Collection and Sentiment dashboard displays a variety of metrics that measure the volume, trends, and performance regarding product ratings and reviews. These numbers help you understand review content and the general sentiment of your customers.

Access the dashboard

  1. Log in to the Bazaarvoice Workbench.
  2. Select Reports » Dashboards.
  3. Click Collection and Sentiment under Ratings & Reviews in the Dashboards navigation menu.

Overview

The Overview tab of the Collection and Sentiment dashboard shows information about reviews and customer satisfaction. This tab gives you an overall picture of your company’s success in collecting review content for the products on your site and the general sentiment of that review content.

Collection

The Collection section shows a breakdown of native reviews (reviews submitted on a product display page that were written about that unique product) on your site, as well as the total number of reviews within specified dates. At a glance, you see trends in native review collection. Using filters, narrow the scope of the graph to view metrics for specific date ranges, locales, product categories, and other criteria. Viewing review volume helps you plan strategies for increasing volume in native reviews, as well as analyze the effect of those strategies over time. More reviews send more positive signals about the popularity of products, as well as your status as an online retailer.

  • Total reviews—Number of reviews that have been submitted on the site and may be approved or rejected through moderation.
  • Approved—Total number of native reviews approved by moderation.
  • Rejected—Total number of native reviews rejected by moderation.
  • Rejection rate—Percentage of total native reviews that have been rejected by moderation.
    Tip: You can reduce the number of reviews that get rejected by adjusting your moderation guidelines. Contact Bazaarvoice Client Care to get help.
  • Reviews per month—Total number of reviews by month, categorized by approved and rejected reviews. Hover over either of the graphed lines to view the total approved or rejected reviews for that month.

vs. 12 months ago represents the “year-over-year” compared to the selected date range. For example, if you set the date range to April 2018, the change is compared to April 2017. If you set the date range to February 2018 - April 2018, the change is compared to February 2017 - April 2017.

Sentiment

The Sentiment section shows statistics that measure customer satisfaction with your company and its products.

The Average rating is the standard measurement of sentiment. However, out of context, the number lacks meaning. For example, what distinguishes a 4.2 rating from a 4.5? The two following metrics give context to customer sentiment.

Some clients already understand Net Promoter Score (NPS), having encountered it outside Bazaarvoice. Because of its growing popularity as a marketing tool, some clients find more intrinsic value in an NPS than an average rating. NPS divides customers into two categories: promoters and detractors. Customers are categorized based on how they answer the submission form question How likely are you to recommend this product (or brand) to a friend or colleague? on a scale of 0 to 10. Promoters respond with a score of 9 or 10, while detractors respond with a score of 6 or lower. NPS is calculated by subtracting the percentage of customers classified as detractors from the percentage classified as promoters. The higher the NPS, the more positive a sentiment your customers feel towards your company.

Similar to NPS, Would Recommend simply measures how many customers endorse the product based on one of two yes or no questions: Would you buy this product again? or Would you recommend this to a friend?

Combining these three metrics creates a more holistic view of your customers’ attitudes towards your products. Based on sentiment numbers, you can plan actions to improve your overall image or to promote a particular product.

Note: To see metrics for Would Recommend and Net Promoter Score, your submission form must ask those questions in your submission form. Refer to this topic for more information.
  • Average rating—Distribution of native reviews from 1 to 5 stars.
  • % 4+ star reviews—Percentage of total native reviews with 4 or 5 stars.
  • Would Recommend—Percentage of customers who recommend a product, taken from the sum of all customers who responded with “yes” or “no.”
  • Net Promoter Score (NPS)—Divides customers into promoters and detractors and calculates the difference between the two, with a higher NPS reflecting a more positive sentiment towards your company and products. The percentage of promoters and detractors among all customers is displayed below the NPS.

vs. 12 months ago represents the “year-over-year” compared to the selected date range. For example, if you set the date range to April 2018, the change is compared to April 2017. If you set the date range to February 2018 - April 2018, the change is compared to February 2017 - April 2017.

The Trends tab of the Collection and Sentiment dashboard shows trends for reviews submitted directly to your site. The charts show native review trends by year, quarter, and month. Viewing review data comparatively (for example, month-over-month) allows you to observe trends that might escape notice when looking at a single data point in isolation. Knowing marketing strategies for similar time frames lets you compare success rates and determine the best approach to generating more customer reviews.

The first section, By Month, shows how many reviews you’re collecting and how reviewer sentiment is changing month-over-month.

The last section, By Year, shows the past six years of data by default. Use the Date range filter to shorten or lengthen the time frame. If your company maintains historical records dating back further than six years, Bazaarvoice can add those records to your client account. For more information on adding historical data, contact your Bazaarvoice client representative.

Click a year at the bottom of each chart to open a chart that shows results for each quarter of that year. Drill down into more detail by clicking a quarter, then on a month from that quarter. By default, results are presented as a line graph. Click an icon in the upper right corner to view the results as a table, bar graph, or pie chart. Hover over a data point in the graph to open a pop-up window with the number of reviews for that date.

High Performers and Low Performers

The High Performers and Low Performers tabs show information about the highest and lowest rated products, leaf categories, and brands on your site, respectively. The assorted tables ease your research efforts. When targeting specific products or brands for review content, you can pinpoint the table that best meets your needs. Filters further narrow the volume of information for quicker access.

Note: Leaf categories are the smallest subdivision of a product category. For example, in the subcategory of cameras, DSLR cameras are a leaf category.

In the By Product tables in each tab, click a product ID to go to the corresponding product display page on your website.

In the other tables on the dashboard, click a leaf category, brand, rating, review count, or BV Score to drill down to more detailed information.

Note: BV Score is a proprietary formula that ranks products based on average rating and review count.

Click Download full list above each table to download performance data for all products, categories, or brands.