Understanding what your customers are saying in reviews is essential for improving your products and marketing tactics. However, identifying these insights and trends requires extensive and time-consuming manual effort. Bazaarvoice’s Insights application helps you unlock the power of your user-generated content (UGC) data at scale by using advanced machine learning to surface how shoppers feel about your products.

Insights enables you to:

  • Gain actionable insights to guide business decisions, including product development, messaging, site content, support, and more.
  • Share UGC-based intelligence with colleagues.
  • Compare your performance to the latest Bazaarvoice benchmarks based on relevant market categories.

Get started with Insights

To view and manage Insights:

  1. Go to https://portal.bazaarvoice.com to log in to the Bazaarvoice Portal.
  2. Click the menu located in the upper-left corner to view a list of your Bazaarvoice solutions.
  3. Select Insights.
  4. If your company has more than one client instance, use the client picker (located near the upper-right corner) to move between them. Type the name or scroll through the list to select the one you want.
Note: Bazaarvoice refreshes and updates the data displayed in these insights once daily. Content submitted to your site is featured in the app in about 48 hours. While these insights are not a real-time snapshot of your UGC, they are useful for ongoing monitoring and measurement.

Program Overview

The Program Overview dashboard tab is a high-level summary of key metrics across your entire Bazaarvoice program. Select an insight card to view that insight’s details.

Ratings & Reviews

The Ratings & Reviews tab displays insights about your Ratings & Reviews program. Ratings & Reviews insights are grouped into these categories:

Select an insight card to view that insight’s details.

Questions & Answers

The Questions & Answers tab displays insights about your Questions & Answers program, such as how many questions need answers and which products have questions that need your attention. Select an insight card to view that insight’s details.

Definitions

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

  • Active product—Product that is available for purchase and review, as defined in your product catalog.
  • Approved reviews—Reviews approved by moderation.
  • Native reviews—Reviews submitted on a product display page on your website that were written about that unique product.
  • Displayable reviews—All reviews from these sources:
  • Bazaarvoice category—The Bazaarvoice category mapping machine learning model considers 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.

  • 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.
  • Category score—Average product score across all Bazaarvoice 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.
  • 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.

Understand your Insights data

The following sections offer more information about the data displayed in the Insights app.

Collection insights

Collection insights show the amount of reviews gathered from any number of sources, including your site, email, sampling campaigns, or reviews from the Bazaarvoice network.

Insight Description Data source
Review rejection rate Percentage of native reviews submitted in the past 30 days that were rejected by moderation Native reviews from the past 30 days
Average daily submitted reviews Average number of reviews submitted each day on your website in the past 30 days Native reviews from the past 30 days

Coverage insights

Coverage insights show how many of the products on your site have reviews, giving you an overall picture of your company’s success in inspiring customers to review products.

Insight Description Data source
Popular products with few reviews Products in the top 25% of page views and bottom 25% of review count Approved, displayable reviews from all time
Page views with at least one review Percentage of page views with at least one displayable review

Approved, displayable reviews from all time

Page views from the past 30 days

Products with at least one review Percentage of products with at least one displayable review Approved, displayable reviews from all time for active products

Product Performance insights

Product Performance insights show how well your products are performing based on the average star ratings given by consumers.

Insight Description Data source
Products with reviews that need a response Number of products with 3-star or lower reviews that have not been responded to Approved, native reviews from the past 30 days compared to all time
Low-rated reviews that need a response Percentage of 3-star and lower reviews submitted in the past 30 days that need a response Approved, native reviews from the past 30 days
Products with low average rating Number of products with an average rating below 4 stars Approved, displayable reviews from all time
Average product rating Average product rating across your catalog Approved, displayable reviews from all time

Consumer Sentiment insights

Consumer Sentiment insights show how consumers feel about their purchases and your company.

Note: A product must have at least 10 native or syndicated reviews for Consumer Sentiment insights to display.
Insight Description Data source
Products with highlights and lowlights Positive and negative themes mentioned in review text Approved, displayable reviews from all time
Products with notable quotes for marketing Reviews that mention common themes Approved, displayable reviews from all time
Products with consumer keywords Products with common keywords that customers are using in review text Native reviews from all time
Products with frequently mentioned organizations & people Companies, brands, and people mentioned frequently in reviews Native reviews from all time
Products with quality sentiment below their category Products that score worse than their Bazaarvoice category in terms of quality

Approved, displayable reviews from all time

Bazaarvoice network category data

Products with price sentiment below their category Products that score worse than their Bazaarvoice category in terms of price

Approved, displayable reviews from all time

Bazaarvoice network category data

Products with shopping experience sentiment below their category Products that score worse than their Bazaarvoice category in terms of shopping experience

Approved, displayable reviews from all time

Bazaarvoice network category data

Products with shipping & service sentiment below their category Products that score worse than their Bazaarvoice category in terms of shipping and service

Approved, displayable reviews from all time

Bazaarvoice network category data

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 with 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 data

Use filters to specify or adjust dashboard parameters. You can limit Insights data shown to specific product or category IDs.

Catalog

To filter data by product or category ID:

  1. Select Catalog to open catalog options.
  2. Enter one or more product or category IDs from your product catalog to limit insights to specific selections in those categories. Enter an ID, and then select Add.
  3. Repeat the previous step for each ID you add, and then select Apply and close.

To remove a product or category ID from a filter:

  1. Select Catalog to open catalog options.
  2. Click the X next to the ID you want to remove.
  3. Select Apply and close.

To remove all filters from your view, select Clear all.

Saved filters

To save filter criteria so that you can return to a filtered view again:

  1. Select Save filters.
  2. Enter a name for this 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 button.

Export data

You can export some insights data to CSV format (plain text, double-quoted, comma-separated values).

  1. Click the Export link in the upper-right corner of the insight you want to export.
  2. 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.

Each insight provides recommendations or direct actions you can take within your Bazaarvoice program to improve your products, customer satisfaction, and profitability. Depending on the insight and your Bazaarvoice configuration, possible actions may include:

  • Adjusting or leveraging Bazaarvoice solutions or features.
  • Influencing business strategy by sharing insights and data with your internal teams.

To view recommended actions for each insight:

  1. Click Learn more under Recommended actions.
  2. Review the details of each recommended action and follow the links to view articles about each topic.

Common questions

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

Contact your Bazaarvoice Client Success Director or Bazaarvoice Client Care if you don't see the Insights app 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.

Typically 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 to see the Bazaarvoice category change in about 10 days.

Yes. The Insights app shows data collected using the Conversations 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.

The Insights app displays performance 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. However, it currently provides sentiment analysis for English reviews only.