Conversion insights

Use Conversion insights to understand and measure the impact that Bazaarvoice UGC has on your e-commerce performance. These insights show you:

the benefits of having content displayed on your site
how visitors are engaging with the content and your messages
how engagement helps convert browsing visitors to customers

You can jump straight to these insights from the Program Overview screen; select the Visitor Engagement card.

Conversion insights has two tabs:

Displays- Find out how Bazaarvoice UGC on your site inspires visitors to complete goals, convert browsers to customers, and place orders of higher values.
Messages - Find out how recipients are engaging with your communications through Bazaarvoice.

Go to Conversion insights

Sign in to the Bazaarvoice Portal.
From the navigation bar, select Insights.
From the left-hand navigation bar, select Conversion.

Before you begin

To access the Displays tab, you must:

Configure pages on your site to display Bazaarvoice UGC.
Add the BV Pixel loader file to the pages on which you want to track visitor transactions.
For transactional metrics, add the Transaction event tag to your BV Pixel implementation. You can also send transaction data from your Google or Adobe analytics integrations.
For behavioral metrics, add the Conversion event tag to your BV Pixel implementation.

To access the Messages tab, you must 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.

Note: If you send transaction data to Bazaarvoice using Google or Adobe analytics integrations in addition to using BV Pixel, Conversion metrics will include this data. If you do not use BV Pixel, you cannot view Conversion insights.

Data availability for Conversion insights

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

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

Data availability example

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

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

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

For May's data, the following dates apply:

Transactional data

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

Behavioral data

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

Attribution window

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

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

Displays tab

Displays dashboards show 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.

Depending on your implementation, there are two views with different dashboards for each. Choose between the following two options on the upper-right corner of the tab:

Transactional - Provides insights into visitor engagement that results in purchases or encourages higher value purchases. Dashboards include:
- Visitors
- Conversion
- RPV
- AOV
Behavioral - Provides insights into visitor engagement and how Bazaarvoice content encourages goal completion. Dashboards include:
- Visitor engagement
- Goal completion

For both views, engagement is tracked in two parts, and displayed as a combined amount. You can hover over the engaged metrics to view the breakdown:

Actively engaged - Visitors interacted with UGC on your site, for example, clicked through review photos.
Passively engaged - Visitors browsed or scanned UGC on your site, for example, read a review but didn’t click through multiple reviews or didn’t play the video attached to a review.

It’s important to note that engagement that is tracked for Review Summaries depends on if you enabled the Show more button in your implementation. This is because:

If you enabled the Show more button:
- Engagement is passive if a user only reads the preview.
- Engagement is active if a user clicks Show more.
If you did not enable the Show more button:
- Engagement is always tracked as passive because there are no elements on the page for a user to interact with.

Displays filters

Use the following filters to limit the dataset for your Display engagement dashboards:

Filter type	Filters	Description	View
Date	This month	Automatically defaults to the most recent month available.	Behavioral
	Last month	Automatically defaults to the most recent month available.	Transactional
	Last quarter	Automatically defaults to the previous three months based on when the data was last available.	Behavioral
	Last 3 months	Automatically defaults to the previous three months based on when the data was last available.	Transactional
	Last 6 months	Automatically defaults to the previous six months based on when the data was last available.	Transactional
	Last quarter	Automatically defaults to the previous quarter based on when the data was last available.	Both
	Last 12 months	Automatically defaults to the previous 12 months based on when the data was last available.	Both
	Last year	Automatically defaults to the first and last month of the previous year, based on when the data was last available.	Both
	Custom	Allows you to manually enter a specific date range up to 2 years from when the data was last available.	Both
Content	Display type	Include data from the selected Bazaarvoice content display type.	Both
	Deployment zone	Include data from the selected deployment zone. A deployment zone is a page to which you deploy an implementation. Learn about configuring and deploying implementations to staging and production environments.	Both
	Goals	Include 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.	Behavioral
Products	Category	Include data from the selected product category. You can only select a category within the first level of your category hierarchy, as defined in your product catalog.	Both

Dashboards on the Transactional view

At the top of the Transactional (default) view, there are four metric cards that dynamically update based on the filters selected:

Visitors— overall percentage of visitors who engaged actively or passively with Bazaarvoice content on your site.
Conversion— overall percentage of engaged visitors who completed a purchase.
RPV — overall average revenue per visitor generated by engaged visitors.
AOV — overall average order value generated by engaged visitors.

Each card also displays the median industry benchmark and the % increase or decrease in the metric when compared to the previous time period.

Export Conversion insights

To export your Conversion insights on the Transactional(default) view, you can:

Export to PDF - Select the action menu in the upper-right corner, then select Export PDF. This provides a PDF version of all your Conversion dashboards.
Export to CSV - Select the action menu in the upper-right corner of the Engagement by display type table, then select:
- Download Engagement CSV - This provides all Conversion metrics broken down by engagement level.
- Download Display Type CSV - This provides all Conversion metrics broken down by display type.

Visitors

Understand how many unique visitors visited a page where a Bazaarvoice display is installed and how much they engaged with the displayed UGC. Visitor metrics are tracked by the BV loader.

Visitor engagement

The Visitor engagement line chart displays the percentage of visitors for each display type or all display types.

The default view for this chart displays an aggregate of data for all display types over the past three months. Hover over each line to view the breakdown by engagement level or use the Display type dropdown to view data for specific display types. The following image shows an example of the line chart with each display type selected and no comparison date range selected.

Note: For date comparisons where the current period and previous period are not for the same length of time, this line chart is not available.

Example of Visitor engagement line chart with all display types selected

The bar chart displays the number of visitors for each engagement level. The default view for this chart is an aggregate of data for all display types over the past three months. The following image shows an example of the bar chart with the comparison date range selected.

Below these charts, you can select Show data table to view the visitor engagement data in a table format. This table also includes the percentage breakdown of active and passive engagement out of the total engagement percentage.

Engagement by display type

This table displays the breakdown of engagement for each display type and includes the following data:

Insight	Description
Display type	The type of Bazaarvoice content being measured. Note: For the All display types row, we display the aggregate values based on unique visitors who engaged with any display type. It is not a sum of all visitors for individual display types. For example, a visitor who viewed Ratings & Reviews, Questions & Answers, and the Review Summary counts as one visitor under all display types, but also counts as one visitor in each of those individual display types.
Visitors	Number of visitors on your site across each display type for the time period selected. For example, if a user visited your site four times in one month, each visit is considered a visitor. Note: All display types shows the number of unique visitors who engaged with any display type and is not a sum of the visitors for individual display types. For example, a visitor who viewed Ratings & Reviews, Questions & Answers, and the Review Summary counts as one visitor under all display types, but also counts as one visitor in each of those individual display types.
Engaged	Percentage of visitors that engaged actively or passively with Bazaarvoice content on your site.
Did not engage	Percentage of visitors that did not engage with Bazaarvoice content on your site.
No content	Visitors who loaded a page with a Bazaarvoice display that didn't contain UGC. For example, loading a product page that has no reviews.

Conversion

Understand how many visitors placed an order on your site and the difference in conversion between visitors who did engage and visitors who did not. Visitor metrics are tracked by the BV Pixel conversion event.

The conversion rate is calculated based on Orders divided by Engaged visitors.

Conversion rate

The default view for this chart displays an aggregate of data for all display types over the past three months.

The Conversion rate line chart displays the conversion rate for each display type or all display types. Hover over each line to view the breakdown by engagement level or use the Display type dropdown to view data for specific display types. The following image shows an example of the line chart with an aggregated view of all display types and a comparison date range selected.

Note: For date comparisons where the current period and previous period are not for the same length of time, this view is not available.

The bar chart displays the conversion rate based on each engagement level. The default view for this chart is an aggregate of data for all display types over the past three months. The following image shows an example of the bar chart with no comparison date range selected.

Example of Conversion bar chart with no comparison selected

Below these charts, you can select Show data table to view the conversion data in a table format. This table also includes the percentage breakdown of active and passive engagement out of the total engagement percentage.

Conversion rate by display type

This table displays the breakdown of engagement for each display type and includes the following data:

Insight	Description
Display type	The type of Bazaarvoice content being measured. Note: For the All display types row, we display the aggregate values based on unique visitors who engaged with any display type. It is not a sum of all visitors for individual display types. For example, a visitor who viewed Ratings & Reviews, Questions & Answers, and the Review Summary counts as one visitor under all display types, but also counts as one visitor in each of those individual display types.
Visitors	Percentage of visitors who placed an order across all engagement levels.
Engaged	Percentage of visitors who placed an order after passively viewing or actively interacting with Bazaarvoice content.
Did not engage	Percentage of visitors who placed an order without viewing or interacting with Bazaarvoice content.
No content	Visitors who made a purchase from a page with a Bazaarvoice display that didn't contain UGC. For example, purchased from a product page that has no reviews.
Conversion lift	Percentage difference in conversion between visitors who did engage and visitors that did not.

RPV

Understand the impact that Bazaarvoice content has on the average revenue generated across all visitors. Visitor metrics are tracked by the BV Pixel transaction event.

RPV (Revenue per visitor) is calculated based on Revenue divided by Engaged visitors.

Revenue per visitor

The Revenue per visitor line chart displays the average RPV generated for each display type or all display types. Hover over each line to view the breakdown by engagement level or use the Display type dropdown to view data for specific display types. The following image shows an example of the line chart with each display type selected and an example of the hover over tooltip.

Note: For date comparisons where the current period and previous period are not for the same length of time, this view is not available.

Example of RPV line chart with tooltip

The bar chart displays the average revenue per visitor for each engagement level. The default view for this chart is an aggregate of data for all display types over the past three months. The following image shows how the bar chart looks with no comparison period selected and the tooltip for All display types.

Example of RPV bar chart with hover over

Below these charts, you can select Show data table to view the RPV data in a table format. This table also includes the percentage breakdown of active and passive engagement out of the total engagement percentage.

Revenue per visitor by display type

This table displays the breakdown of engagement contributed to the RPV for each display type and includes the following data:

Insight	Description
Display type	The type of Bazaarvoice content being measured. Note: For the All display types row, we display the aggregate values based on unique visitors who engaged with any display type. It is not a sum of all visitors for individual display types. For example, a visitor who viewed Ratings & Reviews, Questions & Answers, and the Review Summary counts as one visitor under all display types, but also counts as one visitor in each of those individual display types.
All visitors	Overall average revenue generated by visitors across all engagement levels.
Engaged	Average revenue generated by each visitor who passively viewed or actively interacted with Bazaarvoice content.
Did not engage	Average revenue generated by each visitor who did not view or interact with Bazaarvoice content.
No content	Average revenue generated by visitors who made a purchase from a page with a Bazaarvoice display that didn't contain UGC. For example, purchased from a product page that has no reviews.
RPV lift	Percentage difference in RPV between visitors who did engage and visitors that did not.

AOV

Understand the impact that Bazaarvoice content has on the average amount spent on orders across all visitors. Visitor metrics are tracked by the BV Pixel transaction event.

AOV (Average order value) is calculated based on Orders divided by Revenue.

Average order value

The Average order value line chart displays the AOV generated for each display type or all display types. Hover over each line to view the breakdown by engagement level or use the Display type dropdown to view data for specific display types. The following image shows an example of the line chart with two display types selected.

Note: For date comparisons where the current period and previous period are not for the same length of time, this view is not available.

Example of AOV line chart with two display types selected

The bar chart displays the average order value for each engagement level. The default view for this chart is an aggregate of data for all display types over the past three months. The following image shows how the bar chart looks with the aggregation of All display types.

Example of AOV bar chart with comparison period selected

Below these charts, you can select Show data table to view the AOV data in a table format. This table also includes the percentage breakdown of active and passive engagement out of the total engagement percentage.

Average order value by display type

This table displays the breakdown of engagement that contributed to the AOV for each display type and includes the following data:

Insight	Description
Display type	The type of Bazaarvoice content being measured. Note: For the All display types row, we display the aggregate values based on unique visitors who engaged with any display type. It is not a sum of all visitors for individual display types. For example, a visitor who viewed Ratings & Reviews, Questions & Answers, and the Review Summary counts as one visitor under all display types, but also counts as one visitor in each of those individual display types.
Visitors	Overall average value of orders placed by visitors across all engagement levels.
Engaged	Average value of orders placed by each visitor who passively viewed or actively interacted with Bazaarvoice content.
Did not engage	Average value of orders placed by each visitor who did not view or interact with Bazaarvoice content.
No content	Visitors who made a purchase from a page with a Bazaarvoice display that didn't contain UGC. For example, purchased from a product page that has no reviews.
AOV lift	Percentage difference in AOV between visitors who did engage and visitors that did not.

Dashboards on the Behavioral view

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. Visitor metrics are tracked by the BV loader.

The Visitor engagement graph displays a snapshot of the number of visitors for each engagement level based on the date range selected.

The insights on the left-hand side of the dashboard include:

Insight	Description
All visitors	Total number of visitors on your site.
Engaged	Percentage of visitors that engaged actively or passively with Bazaarvoice content on your site.
Did not engage	Percentage of visitors that did not engage with Bazaarvoice content on your site.
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.

You can also select Show data table to view these metrics in a table format or select Export to download the metrics as a CSV.

Goal completion

Understand how the presence of and engagement with Bazaarvoice content 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. Goals are defined and tracked by the BV Pixel conversion event.

Goal completion is calculated as # Goals divided by # Visitors.The Goal completion graph and metrics display a snapshot of engagement for each visitor type:

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

You can also select Show data table to view these metrics in a table format or select Export to download the metrics as a CSV.

Messages tab

Use this tab to see how recipients are engaging with your messages sent through Bazaarvoice and view the trends over time.

At the top of the tab, you can use the toggle to change how Insights aggregates the data. You can select Unique or Total to view the number of times that recipients engaged with your messages in the selected period.

Messages filters

Use the following filters to limit the dataset for your Messages dashboards:

Filter type	Filters	Description
Date	Last 30 days	Automatically defaults to the last 30 days counting backward from when the data was last available. Comparison filtering is also available.
	Last month	Automatically defaults to the first and last day of the previous month. Comparison filtering is also available.
	Last quarter	Automatically defaults to the first and last day of the previous quarter. Comparison filtering is also available.
	Last year	Automatically defaults to the first and last day of the previous year. Comparison filtering is also available.
	Custom	Allows you to manually enter a specific date range up to 2 years from when the data was last available. Comparison filtering is also available.
Content	Message type	Select the types of Bazaarvoice messages for which you want to display engagement data.
	Method type	Select a message delivery method to display engagement data for that type. Messages can be delivered by 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 data from the selected deployment zone. 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.

Dashboards on the Unique view

The Unique view 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.

Note: Engagement metrics are based on all messages available in the date range selected, not just the messages that were sent in the date range.

For example, if a message was sent in June but opened in July, and you filtered your dashboards to display July data, then that message is counted in the numbers.

Message engagement

The Message engagement dashboard provides the following metrics:

Metric	Description
Messages sent in selected period	Total number of messages sent in the selected period.
% Delivered	Percentage of messages delivered successfully during the date range selected.
% Unique opened	Percentage of messages opened for the first time during the date range selected.
% Unique clicked	Percentage of messages that have call-to-action links that were clicked for the first time during the date range selected.
% Unique submitted	Percentage of messages that generated their first submission during the date range selected.
# Bounced	Number of messages 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.
# Unsubscribed	Number of messages containing an "Unsubscribe" link clicked by users to unsubscribe from receiving future messages.
# Complained	Number of messages that caused users to complain. Users can complain by clicking the "This is spam" button in their email or by filing complaints with their email providers.

The Unique message engagement graph provides the following metrics:

Metric	Description
Sent	Total number of messages sent in the selected period.
Delivered	Number of messages delivered successfully.
Opened	Number of messages opened at least once each hour.
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.
Submitted	Number of messages that generated their first submission.

You can also click Show data table to view these metrics in a table format.

Message engagement trends

The Message engagement trends provides a graph to learn how recipients have engaged with your Bazaarvoice messages over time. This includes the number of messages where an engagement event was captured for the first time each hour during a specified time frame.

Note that all time frames are based on Coordinated Universal Time (UTC). You can select one of the following time frames:

Hourly
Daily
Weekly
Monthly

You can also select which metrics you want to view on the graph:

Sent
Delivered
Opened
Clicked
Submitted
Bounced
Unsubscribed
Complained

Once you’ve selected your time frame and metrics, you can hover over each line on the graph to view the specific numbers for each hour, day, week, or month.

Select Show data table to view all metrics in a table format, broken down by time frame.

Dashboards on the Total view

The Total view counts the total number of times that messages captured an 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.

Note: Engagement metrics are based on all messages available in the date range selected, not just the messages that were sent in the date range.

For example, if a message was sent in June but opened in July, and you filtered your dashboards to display July data, then that message is counted in the numbers.

Message engagement

The Message engagement dashboard provides the following metrics:

Metric	Description
Messages sent in selected period	Total number of messages sent in the selected period.
% Delivered	Percentage of messages delivered successfully during the date range selected.
% Total opened	Opened percentage based on the number of times messages were opened at least once each hour, during the date range selected.
% Total clicked	Percentage of messages that have call-to-action links that were clicked at least once each hour during the date range selected
% Total submitted	Submitted percentage based on the number of times content was submitted at least once each hour during the date range selected.
# Bounced	Number of messages 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.
# Unsubscribed	Number of messages containing an "Unsubscribe" link clicked by users to unsubscribe from receiving future messages.
# Complained	Number of messages that caused users to complain. Users can complain by clicking the "This is spam" button in their email or by filing complaints with their email providers.

The Total message engagement graph provides the following metrics:

Metric	Description
Sent	Total number of messages sent in the selected period.
Delivered	Number of messages delivered successfully.
Opened	Number of messages opened at least once each hour.
Clicked	Number of messages that have call-to-action links that were clicked at least once each hour.
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.

You can also click Show data table to view these metrics in a table format.

Message engagement trends

Note that all time frames are based on Coordinated Universal Time (UTC). You can select one of the following time frames:

Hourly
Daily
Weekly
Monthly

You can also select which metrics you want to view on the graph:

Sent
Delivered
Opened
Clicked
Submitted
Bounced
Unsubscribed
Complained

Once you’ve selected your time frame and metrics, you can hover over each line on the graph to view the specific numbers for each hour, day, week, or month.

Select Show data table to view all metrics in a table format, broken down by time frame.