Insights

What is Insights?

With Bazaarvoice Insights you can:

• Identify R&R trends that can guide key business decisions
• Monitor customers' questions and feedback about your answers
• 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 focusing on product performance metrics and customer feedback.

Required solutions and roles

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

Before you begin

Note: Contact your Account Director 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 Account 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.

Get started with Insights

To view and manage Insights:

1. Sign in to the Bazaarvoice Portal .
2. From the navigation bar, select Insights.
   The main Program Overview page appears where you can view a high-level summary of key metrics from across your entire Bazaarvoice program.

Note: If your company has more than one instance, use the instance selector (located near the upper-right corner) to move between them.

Insights quick tour

Use the menu on the left side of the page to see key program insights. Select from the following options 

• Program Overview—Provides an aggregated, high-level summary of key metrics across your entire Bazaarvoice program. 
• Conversion—Displays engagement and conversion metrics driven by Bazaarvoice content displays and messages. Includes the following dashboards:
  • Displays —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, and average order value.
  • Messages —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.
• 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.  
• Sentiment—Shows how consumers feel about their purchases and your brand using product ratings and review content.  
• Network—Shows how your brand is performing across all retailers in the Bazaarvoice Network. You can access the following types of network insights:
  • Performance insights
  • Sentiment insights
  • Keywords insights
  • Competitor insights
• Response—Displays metrics about your Q&A program and areas that need your attention, such as:
  • Questions—Shows the number of native questions on your website that need answers.
  • Answers—Shows the total number of unanswered consumer questions about your products.
  • Sentiment—Shows how consumers feel about your answers and how helpful your content is.
• Reports—Provides reports to help you analyze, monitor key areas of, and share important metrics about your Bazaarvoice program. Learn more about reports.

Program Overview

The Program Overview page provides a high-level summary of key metrics across your entire Bazaarvoice program.

The following table lists each card and the metrics it displays.

Note: Cards are displayed or hidden depending on the available data for your instance.

Conversion insights

Conversion insights has the following tabs:

• Display engagement
• Message engagement

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:

• Visitor engagement
• Conversion rate
• Revenue per visitor
• Average order value

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

• Visitor engagement
• Goal completion

Prerequisites

To access the transactional display engagement dashboard, you must:

1. Configure pages on your site to display Bazaarvoice UGC. Learn how 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. Learn how 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:

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

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.

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.

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.

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.

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.  This metric will show as 0 or remain unavailable if the email open tracker is disabled for the selected locale or deployment zone.	Dashboard view: Unique
% Unique opened	Percentage difference in the number of messages opened for the first time and the number of messages sent. This metric will show as 0% or remain unavailable if the email open tracker is disabled for the selected locale or deployment zone.	Dashboard view: Unique
# Total opened	Number of times that messages were opened at least once each hour. This metric will show as 0 or remain unavailable if the email open tracker is disabled for the selected locale or deployment zone.	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.  This metric will show as 0% or remain unavailable if the email open tracker is disabled for the selected locale or deployment zone.	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

Message engagement trends

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.

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.

The collection dashboard has five sections:

• Review collection summary
• Review collection
• Review rating collection
• Collection source
• Review moderation

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 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.

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.

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.

Collection source review volume

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

Collection source average rating

Select the Average rating tab to view the following insights:

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.

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.

Important information about Coverage insights data:

The Coverage dashboards calculate reviews differently from others dashboards because they are focused on providing data about the multiple places your reviews can come from. This means that for the My Site view, some metrics may seem higher than they would be on other dashboards because the following metrics include more sources for data:

• Displayable reviews - For Coverage this includes reviews from native collection, product family reviews, and syndication. 
• Native reviews - For Coverage, native reviews come from your native collection and your product families.

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

• Product coverage on your site
• Product coverage impact on your site
• Coverage by page view on your site
• Coverage opportunities on your site
• Product families coverage impact on your site
• Recency coverage on your site
• Inbound syndication coverage growth
• Inbound syndication growth

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

• Product coverage on the Bazaarvoice Network
• Product coverage impact on the Bazaarvoice Network
• Outbound syndication growth

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 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.

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.

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.

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.

Recency coverage on your site

How recently a product received reviews is important for your consumers when considering a purchase because it highlights a product's relevance. A recent review is a review that has been submitted in the last 90 days. Older reviews that are past 90 days are considered less relevant in the shopping experience. 

You can use this dashboard to:

• View how many active products received displayable reviews in the last 30, 60, and 90 days.
• Find out which popular products, brands, and categories don’t have many recent reviews but have high page views to help identify what areas need more relevant content. 

Note: Displayable reviews include native, family, and Network reviews. 

At the top of the dashboard you can view the following metrics:

Below these metrics, the Products by recency range chart shows you the breakdown the number of products that received their most recent review, spit into the three time periods:

• 61-90 days ago
• 31-60 days ago
• 1-30 days ago

Hover over any of the ranges to view the:

• total number of products that received a review in each time period 
• breakdown of how many products have native or Network reviews 
• percentage of page views that are related to products with reviews in the time period

Popular products/brands/categories that need reviews

These tables help you to understand which products, brands, and categories have high page views, but have less than 10 recent reviews. This shows you areas or products on your site that have the opportunity to drive more conversion if they have more relevant and recent content. 

Note: To get the data for all available records, select Export.

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.

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.

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.

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.

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.

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.

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.

Sentiment insights

Use the 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 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:

• Product ratings on your site
• Average rating impact on your site
• Product rating opportunities on your site
• Top consumer sentiment on your site

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

• Product ratings on the Bazaarvoice Network
• Average rating impact on the Bazaarvoice Network

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: Limit data to specific products, brands, or categories.

For more information about these filters, select the 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.

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.

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.

Product rating opportunities

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

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.

Network insights

Access to Network insights

To access Network insights:

1. Sign in to the Bazaarvoice Portal.

   If you can't sign in, contact Bazaarvoice Support for assistance. Learn more about Portal permissions and user accounts.​

2. From the navigation bar, select Insights.

3. Select Network from the menu on the left side of the page.

View performance insights

Performance insights provide key metrics that you can use to track your UGC program’s performance.

To view performance insights:

1. Navigate to the performance insights in the first section of this dashboard.

2. (Optional) Apply filters to drill down into your performance insights.

3. (Optional) Select See recommended actions for tactics on how to increase review collection and gain wider coverage on retail and brand websites.

4. Select Export to export your performance insights to a CSV file.

Performance insights metrics 

Note: The data source for performance metrics is approved, displayable reviews from all time or active products. 

View sentiment insights

Find out what your customers are saying about your products. Sentiment insights will include words and their synonyms or phrases that describe a product. 

To view sentiment insights:

1. Navigate to the sentiment insights in the second section of this dashboard. The Top 10 positive sentiments appear by default. 

2. (Optional) Apply filters to drill down into your performance insights.

3. (Optional) Select See recommended actions for tactics on how to increase review collection and gain wider coverage on retail and brand websites.

4. Select Export to export your performance insights to a CSV file.

Sentiment insights metrics

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

View  keyword insights

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

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

1. Navigate to the keyword insights in the third section of this dashboard. The Top 10 keywords in context appear by default. 

2. (Optional) Apply filters to drill down into your performance insights.

3. Toggle between the different views:

   1. All reviews - Keywords across all your product reviews

   2. 4-5 star reviews - Keywords filtered by top-rated (4-5 star) product reviews

   3. 1-2 star reviews - Keywords filtered by low-rated (1-2 star) product reviews

4. 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.

5. (Optional) Select See recommended actionsfor tactics on how to make the most of 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. 

View Competitor insights (Enterprise packages only)

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

When you apply the Competitor filter, the insights are displayed across the performance, sentiments, and keywords sections to provide a side-by-side comparison against the selected competitor.

1. From the Network Summary dashboard, use the filters to select a named competitor from the Competitor drop-down list. The dashboard updates dynamically to display the competitor comparisons.

2. (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.

3. (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.

4. Select Export to export your competitor performance insights to a CSV file.

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. 

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 support.

Filter Network insights

Use the filter dropdown lists to find the metrics you're interested in.

Filter	Description	Example
BV Brand	The name that Bazaarvoice gives your brand. Insights unifies all the slightly different names that retailers label your brand into a single entity called the BV Brand. This ensures more accurate reporting. Select a brand to get a high-level overview of how it’s performing across all retailers in the Bazaarvoice Network.	Across different retailers the the brand “Endurance Cycles” may be called: Endurance Cycles  Endurance cycles Endurance Cycle
BV Category	The name that Bazaarvoice uses to define product categories across the Bazaarvoice Network.  Select a category to compare your brand with the Bazaarvoice Network benchmark within a selected product category.	“Clothing” or “DIY”. Note: Product categories can be several tiers deep. For example, Apparel & Accessories > Shoes > Athletic > Ballet & Dance > Tap shoes.
Competitor	Select a named competitor to compare your brand with a competitor within the Bazaarvoice Network. The Network Insights dashboard updates dynamically to display the competitor comparisons.	A sports brand could select another well known sports brand to compare against.
Ecommerce site	Select an e-commerce site to understand how your brand is performing at a specific retail or brand website. Note: You can filter by e-commerce site or country, but not both.	Find out how your newly launched skincare cream is performing at “X” retail site or at “Y” retail site.
Country	Select a country to check how your UGC program is performing in different countries at the brand and category level. Note: You can filter by e-commerce site or country, but not both.	Your most popular brand may be underperforming (little or no reviews) in country "X".

Common questions

Why aren't all the retailer and brand sites that sell my products appearing when I select the Ecommerce Site drop-down list?

Contact  support to open a support ticket detailing which e-commerce sites are missing.

Note: Any BV Brand and e-commerce site combination with more than five products is included and displayed in the insights data. Any that don’t meet this threshold are removed from the drop-down list. 

Response insights

Response insights are grouped under the following tabs:

• Questions
• Answers
• Sentiment

Tip: You can export the data from any of these tabs by clicking the Export button on the top-right corner of each section. 

Filter Response insights

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

• Date: Select a date range, or apply specific start and end dates.
• Content: Filter based on the question or answer ID, type of visual content, or locale.
• Products: Limit data to specific products, brands, or categories.
• Moderation: Filter based on a status or moderation code.

Questions insights

Questions insights show you the trends in the number of questions you receive from shoppers. You can also learn more about how your questions are moderated and which questions to prioritize answering.

The Questions tab has three sections:

• Questions summary
• Question moderation
• Unanswered questions

Questions summary

This section displays the total number of questions received, the number of these questions that are unanswered, and the average number of questions received each day. The Questions over time graph also helps you to identify any trends or peaks in questions received over a selected period. You can select a daily, weekly, or monthly view.

Note: This information is also available in a table format by clicking Show data table.

Question moderation

This section shows you how Bazaarvoice moderates the questions received over a selected period. From here, you can view the moderation statuses and the number of questions within each status.

To learn more about moderation statuses, refer to Moderation.

Unanswered questions

This section displays a data table that ranks your products, brands, or categories by the most unanswered questions to help prioritize your responses.

The following table describes the metrics in the data table:

Answers insights

Answers insights show you data about the questions you’ve answered, including the number of questions you’ve answered and the average response time.

The Answers tab has three sections:

• Answers summary
• Answer contributors
• Answered questions

Answers summary

This section displays the total number of questions answered and the average number of hours for a response to a question. The Answered over time graph also helps you to monitor answer rates and track the responsiveness over a selected period of time. You can select a daily, weekly, or monthly view.

Note: This information is also available in a table format by clicking Show data table.

Answers contributors

This section shows you a breakdown of who your answers come from, for example, from your customer service team or from other shoppers.

Answered questions

This section displays a data table that ranks your products, brands, or categories by the most answered questions to help identify opportunities to reduce your question volume. For example, if a product has a repeat question, you can identify a need to update your product content.

The following table describes the metrics in the data table:

Sentiment insights

Sentiment insights show you how consumers feel about the answers on your products, brands, or categories. You can view how many answers are voted helpful and look for ways to optimize your answer quality.

The Sentiment tab has two sections:

• Sentiment summary
• Helpful answers

Sentiment summary

This section displays the total number of answers voted helpful, the average number of helpful votes, and the average word count of your helpful answers.

The Helpful vote distribution graph also helps you to monitor your consumer’s sentiment towards your answer quality by displaying the number helpful votes against the number of answers.

Note: This information is also available in a table format by clicking Show data table.

Helpful answers

This section displays a data table that ranks your products, brands, or categories with the most answers voted helpful to help improve your answer quality. For example, you can use answers from the top rated product to help guide your answer strategies for other products.

The following table describes the metrics in the data table:

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 dashboard. Filter information by product, category, or brand, then send the data to Reports for more filtering and analysis.
• Network insights: Export data found on the Network 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 menu items:

   • Conversion
   • Network

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.

Recommended actions

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 shared across a product family
  • Syndicated reviews

• 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.

Common questions (Network Insights)

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

Why aren't all the retailer and brand sites that sell my products appearing when I select the e-Commerce Site drop-down list?

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.