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 Client Care 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 dashboard displays detailed information about your R&R program. Toggle between the following categories:
    • 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.
    • Product Performance—Shows how well your products are performing based on the average star ratings given by consumers.
    • Consumer Sentiment—Shows how consumers feel about their purchases and your brand.
    • 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

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 see:

  • How many unique reviews you have and where they originated.
  • How many reviews you’ve collected over time and how that compares to your industry.
  • How your review collection sources impact 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 four sections:

Filter collection insights

Use the following three filters to limit the data set for your collection insights:

  • 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 examples of how date comparison works given a current 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
  • Products—Filter to limit the data set to specific products, brands, or categories.
  • Collection source—Filter to include data about natively collected reviews or reviews syndicated from the Network.

For more information about these filters, click 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 approved reviews collected during the time period specified in the date filter. You can see 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 per day during the selected time period.

Date: Any date range and comparison selection

Collection source: Native

Industry benchmark Average number of reviews that other companies in your industry collected per 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

Collection source

This section displays the sources of your approved reviews and the percentage of approved reviews that come from each source. The following table describes the collection source metrics and the filter selections required to view them.

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

Date: Any date range and comparison selection

Collection source: Any selection

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

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

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. See 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 collected reviews 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 reviews between the selected time period and comparison 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 (selected period) Number of rejected reviews in each of your top six most common rejection categories for the selected time period.

Date: Any date range and comparison selection

Collection source: Native

# Reviews (previous period) Number of rejected reviews in each of your top six rejection categories for the selected comparison period.

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
The My Site view of the coverage dashboard includes the following insights:

Network view
The Network view of the coverage dashboard includes the following insights:

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

Product coverage

Use this section to understand how many of your active products are currently displaying reviews and the average number of reviews per 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
% of products with reviews The percentage of active products containing at least one approved, displayable review.

Date: Any date and comparison selection

Dashboard view: Any selection

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

Date: Any date and comparison selection

Dashboard view: My Site

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

Date: Any date and comparison selection

Dashboard view: Any selection

Industry benchmark The average number of reviews per product that other companies in your industry have collected during the most recent quarter.

Date: Any date and comparison selection

Dashboard view: My Site

# of products with reviews The number of active products containing at least one approved, displayable review out of the total number of active products for the selected time period.

Date: Any date and comparison selection

Dashboard view: Any selection

See Products filter for information about limiting the data set to specific products, brands, or categories.

Product coverage impact

Use this section to 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
Network coverage lift The percentage increase in review coverage, for active products with reviews on your site, after syndication from each review source in the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

Network volume lift The total reviews on your site before and after syndication from each review source in the Bazaarvoice Network.

Date: Any date and comparison selection

Dashboard view: My Site

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

Date: Any date and comparison selection

Dashboard view: My Site

Native coverage lift The percentage increase in review coverage, for active products with reviews on the Bazaarvoice Network, after syndication from native review sources.

Date: Any date and comparison selection

Dashboard view: Network

Native volume lift The total reviews on the Bazaarvoice network before and after syndication from native review sources.

Date: Any date and comparison selection

Dashboard view: Network

See Products filter for information about limiting the data set to specific products, brands, or categories.

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 with displayable reviews on your site.

Date: Last 30 days

Dashboard view: My Site

Percentage 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 other companies in your industry have collected during the most recent quarter.

Date: Last 30 days

Dashboard view: My Site

See Products filter for information about limiting the data set to specific products, brands, or categories.

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 by page view insights and the filter selections required to view them.

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

Date: Last 30 days

Dashboard view: My Site

See Products filter for information about limiting the data set to specific products, brands, or categories.

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

See Products filter for information about limiting the data set to specific products, brands, or categories.

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, approved reviews

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

See Products filter for information about limiting the data set to specific products, brands, or categories.

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. See 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 with low-rated (1-2 star) reviews indicate that you may need to investigate product quality, incomplete product descriptions, or pricing
    • Products with 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 eCommerce Site or Country, but not both.
eCommerce Site Select an eCommerce site to see how your brand is performing at a specific retail or brand website. For example, see 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. See 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 eCommerce 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 with native, syndicated, and product family reviews Approved, displayable reviews from all time for all products
Average product rating Average product rating across the Bazaarvoice Network Approved, displayable reviews from all time for all products
Average reviews per product Average number of displayable reviews that your reviewed products have Approved, displayable reviews from all time for all reviewed products (active and inactive)
Products with 4+ stars Percentage of products with displayable reviews that have a star rating of 4 or more Approved, displayable reviews from all time for all products
Products with 4+ stars Number of your products with displayable reviews that have a star rating of 4 or more Approved, displayable reviews from all time for all products
Reviews with 4+ stars Percentage of your displayable reviews with a star rating of 4 or more Approved, displayable reviews from all time for all 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 all 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 all 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 all 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 with 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
  • PIE 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 is based on data from approved, displayable reviews from all time.

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 all 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 from all time.

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 see how you measure up against your competition at retail and brand websites across the Bazaarvoice Network.

Note: As long as a competitor brand is sold at a retail site in the Bazaarvoice Network, Insights will be able to access data for that brand. Competitor brands do not have to be in the Bazaarvoice Network. To request additional competitors (25 maximum) that are not currently displayed, contact Bazaarvoice Client Care 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 eCommerce 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 eCommerce Site or Country, but not both.
Tip: After tracking a competitor, select the See recommended actions link to spark ideas for how you can 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 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

Products filter

Note: Information in this section applies to the Coverage, Product Performance, and Consumer Sentiment dashboards. For information about filtering the Collection and Network Summary dashboards' data sets, refer to Filter Collection Insights and Filter Network Insights.

Adjust the Products filter to limit a dashboard’s data set to specific products, brands, or categories in your product catalog.

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 to open the filter options.
  2. Select the X next to the product, brand, or category 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 Network 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.

Note: Currently, you can only export performance insights (Premium customers only).
  1. Select 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.

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 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 post-interaction email 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 TryIt 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 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.

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.

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 Client Care to open a support ticket. Please detail the BV Brand, BV Category, and which competitor you were expecting to see 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 eCommerce site will be listed.

Contact your Client Success Director or Bazaarvoice Client Care to open a support ticket detailing which eCommerce sites are missing.

Note: There is a threshold. Any BV Brand + eCommerce 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 Client Care 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 Client Care 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 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 Client Care to open a support ticket detailing which BV Categories your brand belongs to.

Contact your Client Success Director (CSD) or Bazaarvoice Client Care 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 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 counts all product instances, not unique product IDs or stock-keeping units (SKUs). For example, if five different retailers sell the same product that has 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. Since Network Insights measures a brand’s performance; 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.