Response insights

Response insights show how quickly you are responding to consumer questions, how many questions require a response, and which products are attracting the most frequently asked questions from consumers.

Go to Response insights

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

Before you begin

Only native questions (questions generated directly from your Questions & Answers program) are included in your Response insights. Questions about your products that originate in a syndication partner’s program are excluded from your insights because they cannot be answered in your own Questions & Answers program.

Response filters

Use the following filters to limit the dataset for all your Response dashboards:

Filter type	Filters	Description
Date	Last 2 days	Automatically defaults to the last 2 days counting backward from when the data was last available.
	Last 7 days	Automatically defaults to the last 7 days counting backward from when the data was last available.
	Last 30 days	Automatically defaults to the last 7 days counting backward from when the data was last available.
	Last month	Automatically defaults to the first and last day of the previous month.
	Last quarter	Automatically defaults to the previous three months based on when the data was last available.
	Last year	Automatically defaults to the first and last month of the previous year, based on when the data was last available.
	Custom	Allows you to manually enter a specific date range up to 2 years from when the data was last available.
Content	Question ID	Filter by one or multiple question IDs.
	Answer ID	Filter by one or multiple answer IDs.
	Visual content	Select one or multiple visual filters for photos and videos.
	Locale	Select an individual locale or all.
Products	Product	Filter by one or multiple product IDs.
	Product status	Filter by active or inactive products.
	Brand	Filter by one or multiple brand names or IDs.
	Category	Select one or multiple categories.
Moderation	Question status	Filter by approved, rejected, or pending questions.
	Answer status	Filter by approved, rejected, or pending answers.
	Moderation codes	Select one or multiple moderation codes.

Response dashboards

Response insights are split into the following tabs:

Questions

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 dashboards:

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.

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:

Insight	Description
Product/Brand/Category	Products, brands, and categories are ordered from the most number of unanswered questions.
Questions	The total number of questions each product, brand, or category received.
Answers	The total number of answers provided for each product, brand, or category.
Unanswered questions	The total number of questions not answered yet. This is also displayed as a percentage against the total number of questions.
Page views in last 30 days	The number of page views each product, brand, or category has received in the last 30 days.

Answers

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

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 insights in the data table:

Insight	Description
Product/Brand/Category	Products, brands, and categories are ordered from the most amount of answers.
Questions	The total number of questions each product, brand, or category received.
Answers	The total number of answers provided for each product, brand, or category.
Answered questions	The total number of questions that have at least one answer. This is also displayed as a percentage against your total number of questions.
Page views in last 30 days	The number of page views each product, brand, or category has received in the last 30 days.

Sentiment

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

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.

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:

Insight	Description
Product/Brand/Category	Products, brands, and categories are ordered from the most amount of answers voted helpful.
Questions	The total number of questions each product, brand, or category received.
Answers	The total number of answers you've provided for each product, brand, or category.
Answers voted helpful	The number of answers that received at least one helpful vote. This is also displayed as a percentage against your total number of answers.
Page views in last 30 days	The number of page views each product, brand, or category has received in the last 30 days.