Bazaarvoice Intelligence reference guide

Transcription

1 Bazaarvoice Intelligence reference guide

2 Disclaimer Copyright 2012 Bazaarvoice. All rights reserved. The information in this document: Is confidential and intended for Bazaarvoice clients. No part of this document may be shared with anyone outside your company or your company-partners without prior approval from Bazaarvoice. Is provided as is without warranty of any kind either expressed or implied, including, but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. Is periodically updated to be in sync with the improvements and/or changes in our product offers. May be changed without notice. Some examples depicted herein are provided for illustration only and are not guarantees of a specific result. You bear the risk of using this document. Bazaarvoice is not liable for any technical or typographical errors that might be inadvertently present in this document. Bazaarvoice might have patents and/or pending patent applications covering subject matter in this document. The furnishing of this document does not give you any license to these patents, or legal rights to any other intellectual property in any Bazaarvoice service or product. All Bazaarvoice brand and product names are trademarks or registered trademarks of Bazaarvoice in the United States and may be protected as trademarks or registered trademarks in other countries. All other product, service, or company names mentioned here are claimed as trademarks and trade names by their respective companies. Contact us: 3900 North Capital of Texas Highway Suite 300, Austin, Texas Toll-Free: (866) Phone: (512) Fax: (512)

3 TOC Contents Bazaarvoice Intelligence...5 About this document...5 Products...7 Notifications...7 Notifications Notifications list...10 Product Overview...11 Filters and export...11 Top KPIs...12 Product Performance tile...12 Product Segmentation tile...14 Product Activity tile...17 Full Lists: Product Performance, Product Segmentation, and Product Activity...18 List filters...18 Paging and export controls...19 Product Performance lists...20 Product Segmentation lists...21 Product Activity lists...22 Product Detail view...23 Header...23 Summary view...24 Activity view...24 Segmentation view...25 Comment view...26 People...27 People Overview...27 Filters and export...27 KPIs...28 People Impact tile...29 People Activity tile...30 Full Lists: People Impact and People Activity...31 List filters...31 Paging and export controls...32 People Impact lists...32 People Activity lists...33 People Details view...34 Header...34 Summary view...35 Activity view...35 Profile tab...36 Settings...37 Account creation settings...37 Change my account settings...38 Bazaarvoice Intelligence...39 Intelligence best practices...40 Data standards

4 TOC General data capture best practices...40 Product feed...41 Taxonomy optimization...41 Checking for products that need to be added to the feed...41 Verifying the category hierarchy...41 Custom product attributes...42 People feed...43 Authentication...44 PIE...44 Glossary

5 Bazaarvoice Intelligence Bazaarvoice Intelligence Bazaarvoice Intelligence, also referred to as Intelligence, makes social insights actionable across the business. When activated, Intelligence appears as two views within Bazaarvoice: Products and People. For companies seeking to drive customer-centricity and maximize revenue, Intelligence offers the following benefits: Know the Why behind the Buy Proactively surface customer sentiment insights 24-7 across products, services and segments through an easy-to-use visual interface driven by sophisticated algorithms and text analysis. Identify what software cannot by using Bazaarvoice moderation services that are included with Intelligence, including product flaws, product suggestions, and product accolades. Identify Promoters and Detractors Review advocacy and influence scoring across products and segments, including net promoter scores. Integrate Intelligence data with internal customer databases to create a 360 degree view of customers. Drive highly-targeted marketing campaigns. Identification of top influencers across categories enables creation of virtual focus groups and opportunity to co-innovate new products with customers and moderate results. Operationalize Across Enterprise Empower business decision-makers across marketing, sales, merchandising, and product development to continually take customer-centric action. About this document This guide explains the two main Intelligence views, Products and People, Intelligence best practices, and commonly used terms. The document contains the following sections: Products The Products view gives insights into customer opinions for every product in your online catalog. People The People view allows you to identify your most important consumers based on their activity, advocacy and influence. Intelligence best practices See information and examples of data feeds that can add fuel to the system and also learn about Bazaarvoice products that help drive review volume, which is key to gaining meaningful results. Configuration Settings Use the Bazaarvoice Intelligence page to define the configuration settings for Intelligence. 5

6 Bazaarvoice Intelligence Glossary The Glossary contains the definitions of terms used throughout this guide. 6

7 Products Products The Products page has several views. Each can be accessed from the Products menu at the top of the portal or from links on the left side of the page. Use the Locate product by ID field to directly access the details of any product. The field is available in the upper left corner of all Product views. To use, type a product ID into the field and press ENTER on your keyboard. The Notifications list highlights products with recent review volume, or where the reviews where a content moderator has added specific tags, such as product flaw or shipping issue. When a product has a notification, you might want to review the product details to learn more. The Product Overview dashboard contains powerful graphics and focused lists designed to visualize customer sentiment for your product catalog and surface insights about products with polarized ratings and product that customers have identified as having specific issues. The Product Performance lists show the following views. The lists provide a different organization and more contextual detail than the Product Overview dashboard. Highest Rated Lowest Rated Fastest Rising Fastest Falling Most Viewed Segmentation lists show products that are: Most Polarized by Rating Most Polarized by Segment In addition to the views mentioned above, a Product Details view can be accessed from the dashboards and lists. It shows detailed metrics about a single product. Notifications Automate notifications of Bazaarvoice-surfaced insights for products you're interested in. Notifications help you support more profitable business decisions across your organization by offering insights for product innovation, and for assortment planning and marketing opportunities. With notifications, Bazaarvoice Intelligence (BvI) surfaces insights and potential issues as soon as reviews are submitted and moderated. BvI can inform you about products with new insights by: Sending you weekly s Listing product notifications in Portal, in a dedicated list, and across BvI pages such as the Product Overview 7

8 Products When notifications are triggered You may receive notifications because: Review volume for a product has increased since you last viewed its product details page. For example, a notification might be set for any product that has received five new reviews and for which total review volume has increased by 10%. A product received a specified number of negative (1 or 2 star) reviews in the last 90 days. A specified number of reviews have been marked with content tags applied by Bazaarvoice moderators. These could include: Standard moderation tags: Product Description issue (PD), Customer Service issue (CS), Shipping issue (SI), and Legal Liability issue (LI) Bazaarvoice Intelligence tags: Product Flaw (PF), Product Suggestion (PS), and Product Accolade (INT) An administrator at your organization can specify the level of review activity required to trigger a notification. This is done from the Settings: Bazaarvoice Intelligence page. How to set notifications To set notifications, log in to BvI and navigate to the Settings: Change My Account Settings page. Here, you can select criteria for the products about which you want to see triggered notifications. After you select product criteria, save your updated configuration settings. It may take up to 24 hours for BvI to show you notifications for the products that meet your criteria. Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. Bazaarvoice Intelligence on page 39 Use the Bazaarvoice Intelligence page to define the configuration settings for Intelligence. You can access this page from the Settings menu. Change my account settings on page 38 Use the Change My Account Settings page to manage your personal account settings, such as profile information and contact . You can access this page from the Settings menu. Notifications Receive a weekly digest of product notifications as an . Messages are sent Monday mornings. You can opt in to receive messages and specify which products appear in the using the Change My Account Settings page, available under the Settings menu. Products with notifications are grouped into the following categories: Marketing opportunities These products are highly rated by customers, but do not currently command heavy traffic on your site. Products in this list could be promoted and featured in marketing and merchandising campaigns. Innovation insights These products have reviews that contain explicit improvement suggestions or that contain cross-selling opportunities, where a different product might better fulfill a customer's needs. 8

9 Products Product issues These products have generally negative reviews, or they have reviews that contain references to product flaws, customer service issues, shipping issues, or legal liability issues. Product activity These products have increased review volume since the last time you viewed the product details. If a product has more than one notification reason, each reason appears next to the product name. The product does not appear under more than one category. You can: Click the read all notifications link at the top of the message to log into Bazaarvoice Intelligence and see the Notifications list. Click a notification reason next to a product name to log into Intelligence and see the related reviews. 9

10 Products Related Links Change my account settings on page 38 Use the Change My Account Settings page to manage your personal account settings, such as profile information and contact . You can access this page from the Settings menu. Notifications list The Notifications list, available from the Products menu, displays all products for which there are triggered notifications and shows the reasons for the notifications. Click a product to go to the Summary tab of the product details page. Click a notification reason to go to the Activity tab of the product details page, where you can see all reviews related to the notification. To remove a notification from a product, you can: Click the X at the right side of a product row Click the notification icon, and then select Dismiss Notifications Use these filters to narrow the list: Timeframe Appears as a date range, and shows products with reviews that were submitted from a certain date forward. For example, you can choose to see products with reviews submitted for the past 90 days. Product Filters by brand, category, product ID, product attributes (if available), or product status (active or inactive). Type the ID of a brand, category, or product; use a picker to select from your company's catalog; or search by a product attribute. Add more than one brand or category to compare between them. People Filters by consumer segments tracked by your organization. Example segments might be age, gender, or income level. Select one or more check boxes to see products with reviews entered by multiple segments. 10

11 Products Related Links Bazaarvoice Intelligence on page 39 Use the Bazaarvoice Intelligence page to define the configuration settings for Intelligence. You can access this page from the Settings menu. Product Overview Product Overview is a dashboard that gives you a snapshot of how your customers perceive your product catalog. The goal is to quickly identify your best performing products as well as those that require action, such as a focused marketing campaign or products that need to be fixed. The Product Overview consists of: Filters Top Key Performance Indicators (KPIs) Product Performance Tile Product Segmentation Tile Product Activity Tile Note When you first enter the dashboard, the information is automatically filtered to include only products with three or more reviews. Filters and export You can use the following filters: Timeframe shows products with reviews that were submitted from a certain date forward. For example, you can choose to see products with reviews submitted in the past 90 days. Note that the timeframe affects all tiles except Product Segmentation, where polarization insights are based on reviews from all dates. 11

12 Products Product filters by brand, category, product ID, product attribute (if available), or product status (active or inactive). Type in the ID of a brand, category or product, use a picker to select from your company s catalog, or search by a product attribute. Add more than one brand or category to compare between them. People filters by consumer segments tracked by your organization. Example segments might be age, gender, or income level. Select one or more check boxes to see products where reviews entered by multiple segments. Note that this filter affects all tiles and lists except for Products Polarized by Rating. For the Products Polarized by Segment tile or list, the filter affects which products appear (it will show only products where a person from the selected segment has submitted a review), but the polarization graph will display information for all segments. Content filters products based on review volume, page views, or range of ratings. As you select each filter, it appears below the filter fields so that you can modify or remove it as needed. Note For all filters that accept a range, you can leave either the bottom or top end of the range blank. After setting filters, you can build a PDF of the dashboard view using the Export button on the right. After clicking Export, the output appears in the list of Analyst Reports. You can also save the view you created by clicking Save View at the top of the page. Enter a name for the view and select the sharing setting. Your saved view is available in the View drop-down list for future use. Top KPIs Just below the filters, the Product Overview displays the top KPIs related to the products that match the filters. Product Performance tile The Product Performance tile contains a performance graph on the left and a Quick Take list on the right. The performance graph is a scatter plot that provides a visual representation of customer sentiment and page views for your products. The x-axis measures the product's page views. The y- axis measures the average rating of each product. Each product is represented as a bubble on the graph. The size of the bubble indicates the product's review volume. All information in the performance graph is based on the timeframe and other filters. 12

13 Products The performance graph can be divided into four quadrants, starting in the upper left and moving clockwise: marketing opportunities, top performers, product opportunities, and worst performers. Hover over a bubble on the graph to see the product, its rating, and the number of times it has been rated and viewed. Click a bubble to see the product details. Click and drag the mouse across a section of the graph to select a group of products. The products within the group appear in the Quick Take list next to the graph, and you can drill down to get details about each. You can also move the selection area around the graph to select a different grouping. Quick take list To the right of the performance graph is the "quick take" list. Depending on your selection, the list shows the 20 highest rated, lowest rated, or most viewed products. Each list item shows the product's all-time average rating, review volume, and page views. Select the sort order of the list. You can choose, Highest Rated, Lowest Rated, or Most Page Views. Filter the list by clicking a dragging the mouse across the performance graph to select a group of products. Click a product thumbnail or name to see the product details. Click a notification icon to see the reasons for the notification. Click a notification reason to go to the Activity tab of the product details view and see all the reviews related to the notification. Viewing the product details removes the notifications from a product. Click the View All Products button to see a complete list of all the items in the graph sorted by highest rated, lowest rated, or most viewed. In addition to being able to view all the products instead of the top 20, you can add filters to further refine the items displayed and export the items to an Excel file. 13

14 Products Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. Product Segmentation tile The Product Segmentation tile displays two Quick Take lists of polarized products: Most Polarized Products and Most Polarized by Segment. Polarized products have a lot of five star reviews and a lot of one star reviews and not much in between. The goal is help Marketers, Merchandisers, and Product Managers to identify issues with products that have an acceptable average rating, but might contain defects or require enhanced product positioning so that they are marketed to the right customers. Note Timeframe filters do not apply to this tile; segmentation information is derived from all reviews. Products Polarized by Rating These are products have a marked split between positive and negative reviews. Overall, people seem to either strongly like a product or strongly dislike it. A polarization chart next to each product shows the spectrum of customer opinion, with negative ratings on the left and positive ratings on the right. The size of the bubble indicates the volume of reviews at that rating. The vertical dash represents the product's average rating. Click the product thumbnail or name to see the product details. Additional insights about polarized ratings are available on the Product Details view Segmentation tab, which shows how different segments feel about the product. 14

15 Products Hover over a bubble to see the exact number of ratings at a given level. Click a bubble on the chart to see all the reviews at that rating on the Activity tab of the Product Detail view. Click a notification icon to see the reasons for the notification. Click a notification reason to go to the Activity tab of the product details view and see all the reviews related to the notification. Viewing the product details removes the notifications from a product. Click the View All Products button to see a complete list of products with polarized ratings. In addition to being able to view all the products instead of the 20 most polarized, you can add filters to further refine the list and export the items to an Excel file. Note Filtering the list by date will show products where reviews have been entered in the selected timeframe. However, the segmentation data about each product is derived from the all-time reviews. Products Polarized by Segment These products have are two or more segments within a dimension that feel significantly different about a product. One segment really likes the product and another doesn't. An example of a dimension might be the customer's age. Segments within the age dimension might be under 18, 18 24, 25 34, and so on. The segment information is derived from two possible sources: 1. Data collected during review submission by Bazaarvoice. 2. CRM data sourced from the People Feed. 15

16 Products The initial view lists the most polarized products across all segments, with a polarization chart next to each. If a product has more than one polarized dimension, the chart can appear very busy. When you click a dimension, each segment within it appears and the polarization chart displays the information for only that dimension. The segments are assigned colors which appear as bubbles on the polarization chart. The size of the bubble indicates the review volume of customers in that segment. The position of the bubble represents the rating level for a segment with negative ratings on the left and positive ratings on the right. The vertical dash indicates the product's average rating. Click the product name or thumbnail to navigate to see the product details. Additional insights about polarized ratings are available on the Product Details view Segmentation tab, which shows how different segments feel about the product. Click a segment dimension to see all the products polarized on that dimension and all the segments within the dimension. Hover over a bubble to see the review volume at that rating within that segment. Click a bubble to see the related customer reviews. Click a notification icon to see the reasons for the notification. Click a notification reason to go to the Activity tab of the product details view and see all the reviews related to the notification. Viewing the product details removes the notifications from a product. Click the View All Products button to see a complete list of products with polarized segments. In addition to being able to view all the products instead of the 20 most polarized, you can add filters to further refine the list and export the items to an Excel file. Note Filtering the list by date will show products where reviews have been entered in the selected timeframe. However, the segmentation data about each product is derived from the all-time reviews. 16

17 Products Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. Product Activity tile The Product Activity tile contains several Quick Take lists that display insights surfaced by content moderators. The products reviews in this list have been tagged by moderators to indicate potential issues or opportunities. These tags include standard moderator code tags such as customer service issue (CS) and shipping issue (SI), as well as advanced content tags such as product flaw (PF) and product suggestion (PS). For these lists, each result shows the number of reviews that have been tagged with the corresponding code. Click an activity category on the left to see all the products tagged with a specific moderator code. Click the number of reviews "during time frame" to see the related reviews on the Activity tab of the Product Detail view. Click a product thumbnail or name to see the product details. Click a notification icon to see the reasons for the notification. Click a notification reason to go to the Activity tab of the product details view and see all the reviews related to the notification. Viewing the product details removes the notifications from a product. Click the View All Products button to navigate to a list view that shows the most polarized products, sorted by the deviation between the highest and lowest reviews. You can export the product list to an Excel file. Moderator codes that can appear in this list are: Products with Accolades (INT) 17

18 Products Products with Product Suggestions (PS) Products with Product Flaws (PF) Products with Customer Service Issues (CS) Products with Description Issues (PD) Products with Legal Issues (LI) Products with Shipping Issues (SI) Note Note that PF, PS, and INT are advanced moderation tags that you get with Bazaarvoice Intelligence. With advanced content tags, the moderator not only tags the review, they also highlight the text inside the review that is related to the code. For instance, when a review contains a product flaw, the moderator tags the entire review as PF and also highlights the text that contains the exact product flaw. Intelligence surfaces these highlights. Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. Full Lists: Product Performance, Product Segmentation, and Product Activity Full lists are useful for viewing products together in a way that includes more detail about each product than the Quick Take lists in the Product Overview dashboard. The lists can be accessed either from the Products menu at the top of the portal, or by clicking Product Performance, Product Segmentation, or Product Activity on the left side of the page. List filters In most cases, you will want to filter the list using the fields near the top of the page. You can use the following filters: Timeframe shows products with reviews that were submitted from a certain date forward. For example, you can choose to see products with reviews submitted in the past 90 days. Note that the timeframe affects all tiles except Product Segmentation, where polarization insights are based on reviews from all dates. Product filters by brand, category, product ID, product attribute (if available), or product status (active or inactive). Type in the ID of a brand, category or product, use a picker to select from your company s catalog, or search by a product attribute. Add more than one brand or category to compare between them. People filters by consumer segments tracked by your organization. Example segments might be age, gender, or income level. Select one or more check boxes to see products where reviews entered by multiple segments. Note that this filter affects all tiles and lists except for Products Polarized by Rating. For the Products Polarized by Segment tile or list, the filter affects which products appear (it will show only products where a person from 18

19 Products the selected segment has submitted a review), but the polarization graph will display information for all segments. Content filters products based on review volume, page views, or range of ratings. Note For all filters that accept a range, you can leave either the bottom or top end of the range blank. As you select each filter, it appears below the filter fields so that you can modify or remove it as needed. Paging and export controls At the top of the list are paging and export controls: # of Products allows you to select how many products appear on a single page in the list. You can choose to see 25, 50, or 100 items at a time. Select All is a check box that, when selected, selects the check box next to each currently visible product. Note that this check box selects only currently visible items, and that items on other pages are not selected. This check box is useful when you want to export a subset of items in the list. Export exports all the selected items to an Excel file which can be used to export into another system, such as a campaign management system. Export All exports all items in the list not just currently visible items to an Excel file. Page Numbers and Previous/Next Buttons are for navigating to other pages on the list. These controls might not appear on short lists. 19

20 Products Product Performance lists The following performance lists are available. List results can be fine-tuned using the filters at the top of the view. Highest Rated Uses a proprietary algorithm that factors review volume in with the product's average rating. A product with a higher review volume might appear higher in the list than a product with a higher average rating. Lowest Rated Uses a proprietary algorithm that factors review volume in with the product's average rating. Fastest Rising Uses a proprietary algorithm to determine which products ratings have improved most during a specified time period. Fastest Falling Uses a proprietary algorithm to determine which products ratings have declined most during a specified time period. Most Viewed Shows products sorted by page view counts. Performance lists display the following for each product: On the left is the product image with all-time statistics, which includes the average rating, review volume total, and page views. On the right are the product statistics based on the list filters. The review volume, page views, and average rating might be different from the all-time statistics on the left if you filtered the list be timeframe or product category. The Fastest Rising and Fastest Falling lists display the ratings before and during the specified filter timeframe, and the net rating change. Click a product thumbnail or name to see the product details. Click a notification icon to see the reasons for the notification. Click a notification reason to go to the Activity tab of the product details view and see all the reviews related to the notification. Viewing the product details removes the notifications from a product. 20

21 Products Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. Product Segmentation lists The following product segmentation lists are available. List results can be fine-tuned using the filters at the top of the view. Note that filtering the list by date will show products where reviews have been entered in the selected timeframe. However, the segmentation data about each product is derived from the all-time reviews. Most Polarized by Rating Products where the overall ratings are strongly positive and strongly negative, without much in between. Most Polarized by Segment Products where polarized ratings occur within a particular dimension, like age or gender. Product segmentation lists display the following for each product: On the left is the product image with all-time statistics, which includes the average rating, review volume total, and page views. On the right is a polarization chart which shows the spectrum of customer opinion, with negative ratings on the left and positive ratings on the right. The size of the bubble indicates the volume of reviews at that rating. The vertical dash represents the product's average rating. For products Most Polarized by Segment, the chart indicates the polarized dimension and each bubble is color-coded to represent a specific segment. Click the product name or picture to navigate to the Product Detail view. Additional insights about polarized ratings are available on the Product Details view Segmentation tab, which shows how different segments feel about the product. Hover over a bubble to see the exact number of ratings at a given level. For the polarized segments list, the information includes the segment represented by the bubble. 21

22 Products Click a bubble on the chart to see the related reviews on the Activity tab of the Product Detail view. Click a notification icon to see the reasons for the notification. Click a notification reason to go to the Activity tab of the product details view and see all the reviews related to the notification. Viewing the product details removes the notifications from a product. Click the View All Products button to see a complete list of products with polarized ratings. In addition to being able to view all the products instead of the 20 most polarized, you can add filters to further refine the list and export the items to an Excel file. Note Filtering the list by date will show products where reviews have been entered in the selected timeframe. However, the segmentation data about each product is derived from the all-time reviews. Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. Product Activity lists The following product activity lists are available. Each list shows the products where a moderator code has been applied to user generated content. List results can be fine-tuned using the filters at the top of the view. Products with Accolades Products with Product Suggestions Products with Product Flaws Products with Customer Service Issues Products with Description Issues Products with Legal Issues Products with Shipping Issues Product activity lists display the following for each product: On the left is the product image with all-time statistics, which includes the average rating, review volume total, and page views. On the right is the number of reviews that have been tagged with the moderator code and the average rating based on filters set above. Click a product thumbnail or name to see the product details. Click a notification icon to see the reasons for the notification. Click a notification reason to go to the Activity tab of the product details view and see all the reviews related to the notification. Viewing the product details removes the notifications from a product. 22

23 Products Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. Product Detail view The Product Detail view shows the finest detail by which a product's performance can be measured. It consists of the following: Header Summary view Activity view Segmentation view Comment view Header The header displays general information about the product, such as a photo, the product category, average rating, the total number of reviews, a review volume trend over time, and a ratings distribution chart. The review volume trend shows the volume of reviews over a period of time from the earliest reviews to the most recent. The color along the graph represents the rating level with red being the lowest and green the highest. The height of the line represents the volume of reviews at a given time. A time widow appears on top of the graph to show the timeframe for information on the page. On the farthest right of the header is a bar chart that shows the overall ratings distribution by rating level. Click the product image to see the Product Detail Summary view. Hover over the side of the time window to show a double-headed arrow cursor. Click and drag to expand the time window in either direction. The related content appears on the Activity view. Click and drag the time window over the review volume trend to adjust the timeframe. The related content appears on the Activity view. Click a bar in the ratings distribution chart to see the corresponding reviews in the Activity view. Click additional bars to add reviews at different rating levels. 23

24 Products Summary view The product detail Summary view consists of: KPIs Shows the average rating, total reviews, the number of page views, and if available, the number of unique visitors to the product page. KPIs can also be displayed to focus on approved, rejected, or all reviews. Notifications Displays a list of notifications for a product and the reason for each. This tile appears only when a product has notifications. Click a notification reason to see the related reviews in the Activity view. Sentiment Summary Displays a word cloud that shows the most frequently used words from the positive and negative reviews for that product. The more frequently a word is used in a review, the larger it appears in the cloud. Click a word in the cloud to see the related reviews in the Activity view. Activity Summary Shows the highlights from positive and negative reviews. This tile also shows reviews that have been tagged with a moderator code, such as Inappropriate/Unrelated. Click the moderator code to see the corresponding reviews. For each review in the Activity Summary, you can click More to see the review in the Activity view, where you can export it, it, or access its details. Note The word cloud and review highlights include information from all reviews, not just approved reviews. Segmentation Summary Shows the segments that are the most positive and negative about the product. Click a bubble on a segment chart to see the related reviews on the Activity view. Click More to see segmentation detail on the Segmentation tab. Activity view The product detail Activity tab displays the recent reviews and questions logged for a product. This view is the destination for many links in Bazaarvoice Intelligence. For example, if you are looking at the Summary view and click a word in the word cloud, Intelligence shows the related reviews in the Activity view. If you access the Activity view from another location, the filters appear above the related content. You can remove the preset filters to adjust the information that displays in this view. At the top of the view is timeframe filter and a search field, which you can use to locate reviews or questions that contain a specific word or phrase. Beneath the filters is a word cloud that shows the most frequently used words in the content that matches the filters. Words in the word cloud are extracted from the most recent and helpful content and filtered depending on the currently selected search options. For reviews, the words are grouped into positive (4 star and above) and negative (3 stars and below). These thresholds are customizable. The size of a word indicates the relative frequency compared to other words in the cloud. If a word occurs in both positive and negative reviews with almost the same frequency, it is not displayed in the cloud. Words are weighted according to where in the content they appear - a word in the content title/summary is given a higher weight than a word in the content details/text. 24

25 Products Beneath the word cloud are highlights from the most positive and most negative reviews. Beneath the highlights is the relevant activity based on the filters. On the right side of each item in the list, an icon displays whether the content was approved or rejected by a content moderator. Note The word cloud and review highlights include information from all reviews, not just approved reviews. Click a word in the word cloud to filter the reviews and questions to those that contain the word. Click Reviews, or Questions to select which type of content you want to see. Choose whether to sort the reviews by date, product category, or other criteria. Click the Ascending/Descending button ( ) next to the Sort by field to choose the sort order. Use the # of Reviews field to select how many items appear on a single page. Click Select All to select the check box next to each visible item. Click Export to export all selected items to an Excel file. Click Export All to export all items in the list not just the visible items to an Excel file. Click the Page Numbers and Previous/Next Buttons are for navigating to other pages on the list. Hover over an item and click to send the content in an message. Within each item, click the product name or click Show Details to see all details of the review, question, or campaign content. Segmentation view The product detail Segmentation tab shows a map of sentiment and volume across all consumer segments. The goal is to visualize which consumer segments feel the most positively or the most negatively about a product so that the product can be positioned for the customers who will like it best. Each dimension has its own chart with a row for each segment. The vertical line in each chart shows the average product rating within that dimension. Along each row, a bubble shows the review volume for each segment at that rating. Hover over a bubble to see the exact number of ratings for a segment. Click a bubble to see the reviews for a segment in the Activity view. 25

26 Products Comment view Notes and comments can be added to a product category or product detail page. If a product flaw surfaces through Intelligence, you can start a comment thread on the product page to track the notification, status and completion of working with the manufacturer to correct the defect. You can create a new comment, reply to an existing comment, or edit a comment 26

27 People People The People page has three main views: People Overview is a dashboard with graphics and Quick Take lists designed to help you identify your most important customers based on their activity, advocacy, and influence. People Impact is a collection of customer lists. The lists provide a different organization and more contextual detail than the dashboards. Top Advocates Top Detractors Top Influencers Top Influential Advocates People Activity are customer lists that show: Top Contributors Recent Contributors In addition to the views mentioned above, a People Details view can be accessed from the dashboards and lists. It shows detailed metrics about a single contributor. People Overview People Overview is a dashboard that provides insight on all the customers who have contributed reviews, questions, and answers to your site. The goal is to show the relative importance of each user from the standpoint of advocacy and influence so that you can encourage more positive contributions at your site. The People Overview consists of: Filters Key Performance Indicators (KPIs) People Impact Tile People Activity Tile Filters and export Start with the filters to control the information you see. You can focus on people who have submitted product reviews after a certain date, people who have submitted reviews for a particular brand or product category, or people within a specific market segment. It is very easy, for example, to filter the dashboard to a targeted segment of people who contributed within a particular category during a marketing campaign. 27

28 People You can add several filters. Filters within the same filter type are connected by a logical OR; filters across filter types are connected with a logical AND. For example, if the marketing manager for a sporting goods retailer adds the Apparel category and the Shoes category to the filter, the view displays all people who submitted reviews for Apparel OR Shoes. If the manager also adds a filter for the Female market segment, the view displays people who submitted reviews for Apparel OR Shoes AND where the person submitting the review can be identified as a woman. With each selection, the page is refreshed to show the people that match the filters. You can use the following filters: Timeframe shows people who submitted reviews from a certain date forward. For example, you can choose to see people who submitted reviews within the past 90 days. The filters affect all tiles on the dashboard. Product filters people who have submitted reviews by brand, category, or product status. Type in ID of the brand or category, or use a picker to select from your company s catalog. Add more than one brand or category to compare between them. People filters by advocacy score, influence score, or customer segment. For the advocacy and influence score, you can enter a range of values. For customer segment, you can select one or more check boxes next to the segments you want to view. Filtering by segment is like creating a focus group with your user generated content. You can instantly see how a particular segment feels about your products. Content allows you to view people with a certain badge, such as Expert, or those that have entered a certain number of reviews. For the number of reviews, you can enter a range. Note For all filters that accept a range, you can leave either the bottom or top end of the range blank. After setting filters, you can build a PDF of the dashboard view using the Export button on the right side. After clicking Export, the output appears in the list of Analyst Reports. KPIs Just below the filters, the People Overview displays the top KPIs related to the people who match the filters. 28

29 People People Impact tile The People Impact tile contains a graph on the left and a Quick Take list on the right. The graph scores contributors with respect to their advocacy of your products and how much they influence others. The x-axis measures a person's advocacy score. The y-axis measures a person's influence score. Each person is represented as a bubble on the graph. The advocacy score is based on a proprietary formula that considers the volume of contributions, the rating bias (how positive or negative the person is relative to how others rated the same products), the net promoter score (if available), the number of social shares, the number of photo and video attachments, and the number of product recommendations. A person's advocacy score can range from -100 to 100. The influence score is based on the volume of contribution and the helpfulness of those contributions. A person's influence score can range from 0 to 100. The overall score is determined by multiplying the advocacy score with the influence score. The result is normalized so that the score falls between -100 and 100. The advocacy and influence graph can be divided into four quadrants. Hover over a bubble to see an overview of a person. The overview includes the person's influence, advocacy, and overall scores. It also shows the number of contributions, and the last time the person contributed content to your site. You can also see the person's halo, which is a visual representation of their influence and advocacy score. The length of the arc represents the person's influence score, and the color of the arc represents the advocacy score. For advocacy, red represents a strong detractor and green represents a strong advocate. Click a bubble to see person's details. 29

30 People Click and drag the mouse across a section of the graph to select a group of people. The people within the group appear in the Quick Take list next to the graph, and you can drill down to get details about each. You can also move the selection area around the graph to select a different grouping. Quick take list To the right of the graph is a "quick take" list. Depending on your selection, the list shows the top advocates, top detractors, top influencers, and top influential advocates. Each list item contains the person's avatar with influence and advocacy halo, nickname, age, gender, location, overall score, and date of last contribution. Select which quick list you want to view using the menu above the list. Click a person in the list to navigate to the People Detail view. Click the View All People button navigate to a list that shows all users in that list, such as advocates or detractors. You can export the list to an Excel file. People Activity tile The People Activity tile contains several Quick Take lists that show insights based on people's activity on the site, organized into the following categories: Top Contributors Recent Contributors Click a Quick Take list name on the left to see the contributors in that list. Click a person on the right to see their details in the People Detail view. 30

31 People Click the View All People button to see a list that shows all users in the selected category. You can export the list to an Excel file. Full Lists: People Impact and People Activity The full lists are useful for viewing contributors together in a way that includes more detail about each person than the Quick Take lists in the People Overview dashboard. When you first open a list, it displays all the contributors at your site sorted according to the type of list, such as Top Advocates. Click a person to navigate to the People Details view. Areas of detail include the person's activity and profile. Each list item includes a check box that you can use to when exporting to an Excel file. List filters In most cases, you will want to filter the list using the fields at the top so that you can people activity during a specified timeframe or for a specified brand or product category. You can use the following filters: Timeframe shows people who submitted reviews from a certain date forward. For example, you can choose to see people who submitted reviews within the past 90 days. The filters affect all tiles on the dashboard. Product filters people who have submitted reviews by brand, category, or product status. Type in ID of the brand or category, or use a picker to select from your company s catalog. Add more than one brand or category to compare between them. People filters by advocacy score, influence score, or customer segment. For the advocacy and influence score, you can enter a range of values. For customer segment, you can select one or more check boxes next to the segments you want to view. Filtering by segment is like creating a focus group with your user generated content. You can instantly see how a particular segment feels about your products. Content allows you to view people with a certain badge, such as Expert, or those that have entered a certain number of reviews. For the number of reviews, you can enter a range. Note For all filters that accept a range, you can leave either the bottom or top end of the range blank. As you select each filter, it appears below the filter fields so that you can modify or remove it as needed. 31

32 People Paging and export controls At the top of the list are paging and export controls: # of contributors allows you to select how many contributors appear on a page in the list. For example, you can choose to see 25, 50, or 100 people at a time. Select All is a check box that, when selected, selects the check box next to each currently visible contributor. Note that this check box selects only currently visible items, and that items on other pages are not selected. This check box is useful when you want to export a subset of items in the list. Export exports all the selected items to an Excel file which can be used to export into another system, such as a campaign management system. Export All exports all items in the list to an Excel file. Page Numbers and Previous/Next Buttons are for navigating to other pages on the list. People Impact lists The following impact lists are available. All lists are based on filters set at the top of the page. Top Advocates Top Detractors Top Influencers Top Influential Advocates People Impact lists display the following for each person: On the left is the person's avatar and basic statistics, which includes the halo, age, gender, location, overall score and the date of last activity. On the right are statistics based on the list filters. The statistics include the person's: Advocacy Score Influence Score Overall Score Last Activity 32

33 People People Activity lists The following activity lists are available. List results can be fine-tuned using the filters at the top of the view. Top Contributors Recent Contributors People Activity lists display the following for each person: On the left is the person's avatar and basic statistics, which includes the halo, age, gender, location, overall score and the date of last activity. On the right is the person's contribution volume and date of last activity. 33

34 People People Details view The People Detail view is where you can see fine detail about an individual contributor's activity and sentiment. It consists of the following: Header Summary view Activity view Profile view Header The header displays the person's avatar and halo, as well as the user's gender, location, advocacy score, influence score, overall score, and when they last contributed. The halo is a visual representation of their influence and advocacy score. The length of the arc represents the person's influence score, and the color of the arc represents the advocacy score. For advocacy, red represents a strong detractor and green represents a strong advocate. 34

35 People Summary view The people detail Summary view displays: KPIs The person's all time influence score and advocacy score. Activity Summary Shows a chart with the total number of reviews, questions, and answers submitted by the user. Hover over a bar in the chart to see the exact number of contributions for a given timeframe. Click a bar to see the related content in the Activity view. Click More to see all of the person's content in the Activity view. Influence Summary This tile contains: A chart that shows the product categories where the person contributes most frequently. Hover over a chart bar to see the exact number of contributions for that product category. Click a bar to see the related content in the Activity view. The most recent products for which the person has submitted content. Click the word review to see the related content in the Activity view. Click the product name or picture to see the Product Detail view. The most recent product categories where the user has submitted content. Click a category to see the related contributions by that user. Activity view The people detail Activity view displays a person's recent contributions. This view is the destination for many links in Intelligence. For example, if you are looking at the Summary view and click a bar in the Activity Summary chart, Intelligence shows the related content in this view. At the top of the view is timeframe filter and a search field, which you can use to locate reviews or questions that contain a specific word or phrase. Beneath the filters is the relevant activity. On the right side of each item in the list, and icon displays whether the content was approved or rejected by a content moderator. Choose to whether to sort the reviews by date, overall rating, status, helpful votes, unhelpful votes, or inappropriate votes. Click the Ascending/Descending button ( ) next to the Sort by field to choose the sort order. Use the # of Reviews field to select how many items appear on a single page. Click Select All to select the check box next to each visible item. Click Export to export all selected items to an Excel file. Click Export All to export all items in the list to an Excel file. Click the Page Numbers and Previous/Next Buttons are for navigating to other pages on the list. Hover over an item and click to send the content in an message. Within each item, click the review title or click Show Details to see the content moderation details of the review or question. 35

36 People Profile tab The People Detail Profile tab displays the details about the person. The information in this tab can come from two possible sources: 1. Data collected during review submission by Bazaarvoice. 2. CRM data sourced from the people feed. Segmentation data is critical for getting the most out of Intelligence. For more information about segmentation data, see the Intelligence best practices section of this document. 36

37 Settings Settings The pages available from the Settings menu give access to administrative functions, such as user account management, contributor roles, and tool configuration. Account creation settings Use the Account Creation Settings page to give people within your organization who do not yet have access to the client portal the ability to create an account on their own by specifying a trusted address. This page is where you can manage the list of trusted domains or trusted addresses and also set the default account role for users who create their own accounts. If you enter one or more Trusted Domains, any person with an address in that domain will be able to sign up for a user account from the login page. To add multiple domains, insert a line break between each. Sample domain formats include: yourdomain.com yourdomain.co.uk yourdomain.tv If you enter one or more Trusted Addresses, the people with those addresses can sign up for a new user account from the login page. To add multiple addresses, insert a line break between each. Select a Default Role to grant permissions to the new user when the account is created. See the Manage Users page and click a role to see the related permissions. Account Creation Process After entering the account creation settings for your organization, the process for a person creating his or her own account is as follows: 1. The person clicks a link on the Bazaarvoice login page to create a new account. 2. The link opens a form where they enter their company and address and then create a password. 3. If the address is verified as trusted, the person receives an message with a link that he or she can click to verify the new account. 4. After verifying the account, the user can log into Bazaarvoice and use tools based on the privileges assigned to the default role. 37

38 Settings Change my account settings Use the Change My Account Settings page to manage your personal account settings, such as profile information and contact . You can access this page from the Settings menu. Personal Information You can manage the following personal information: Full name Business role Business department address Your address is used for messages related to password resets, data feed validation, BrandAnswer s, and Intelligence product notifications. Bazaarvoice Intelligence If your organization uses Bazaarvoice Intelligence, you can set the following options: Enable Product Notifications controls whether you see product notifications in Intelligence and whether you receive s about notifications. If you clear this check box, all other options are turned off. Note Turning off notifications takes effect immediately. If you turn notifications back on, there can be up to a 24 hour delay before notifications appear or s are sent. Receive Weekly Updates controls whether you receive a weekly digest of all product notifications. Generate notifications depending on product browsed means that, when the conditions specified in the Bazaarvoice Intelligence configuration settings page have been met, product notifications will be set for products where you have viewed the Product Details page. If you have not viewed the Product Details page for any products, notifications can be set for any product when the specified conditions are met. Generate notifications for the following categories limits notifications to products that belong to categories you specify. Enter one or more category IDs or use the category picker to add one or more product categories to the Selected field. Note If you use the product category filters for the Product Overview page or product lists before defining your settings in this page, Intelligence remembers the categories and adds them to the Selected field as suggested categories for your notifications. However, the categories do not control which product notifications you receive until you click Save at the bottom of this page. Generate notifications for the following custom product attributes limits notifications to products that match the criteria you enter. Filter products by entering product attributes in the appropriate text box and click Save. 38

39 Settings Related Links Bazaarvoice Intelligence on page 39 Use the Bazaarvoice Intelligence page to define the configuration settings for Intelligence. You can access this page from the Settings menu. Notifications on page 7 Notifications on page 8 Receive a weekly digest of product notifications as an . Messages are sent Monday mornings. You can opt in to receive messages and specify which products appear in the using the Change My Account Settings page, available under the Settings menu. Bazaarvoice Intelligence Use the Bazaarvoice Intelligence page to define the configuration settings for Intelligence. You can access this page from the Settings menu. Notifications You can adjust the notification settings using the following options. The settings on this page affect all Intelligence users at your organization. Review volume - Select the check boxes and set values for the minimum number of new reviews, the overall increase in review volume, and the number of new negative reviews. Clear the check box next to a setting to prevent notifications from being set on it. For example, you could create a setting that sets a notification on a product that has 10 new reviews and 5 new negative reviews, but ignore the overall review volume increase. Content tags - Select the check boxes and set values for the minimum number of new product reviews where a Bazaarvoice moderator has added a specific content tag: product description issue (PD), product flaw (PF), product improvement idea (PS), product accolade (INT), customer service issue (CS), shipping issue (SI), or legal liability issue (LI). The default is to set a notification when a product receives two new reviews with two of the content tags. Clear the check box next to a setting to prevent notifications from being set on it. Note If either the volume or content tags settings are met, a product notification is set. All settings are measured from the following, whichever is most recent: The last time you visited the Product Details view The last time a product's notification icon was manually removed by you The last time you accessed Intelligence Product Details This section shows product attributes that your organization sends to Bazaarvoice in the product feed. Select the check box next to each item that you want to display in the header of the product details page. Related Links Product Detail view on page 23 The Product Detail view shows the finest detail by which a product's performance can be measured. 39

40 Intelligence best practices Intelligence best practices The following topics are designed to help you get the most out of Bazaarvoice Intelligence. It is important to: Ask the right questions of your customers to drive rich segmentation data and insights into your products. Utilize authentication, so that user generated content is associated with actual people. Employ post-interaction s (PIE), to drive review volume at your site. Data standards Bazaarvoice data standards help drive the following: Segmentation Ensures that you collect sufficient segmentation data such as age, gender, or location that allows analysis of user generated content (UGC) across meaningful consumer segments to provide actionable insights. Product Innovation Ensures that you collect product attribute ratings, in addition to overall rating, that can be used to inform investment or divestment in specific product attributes, such as appearance versus performance. Bazaarvoice Intelligence leverages the segmentation data to break out ratings information for each segment that you collect, which in turn yields much more valuable information about ratings than you could get than by analyzing averages. When possible, try to implement the consumer segmentation data that Bazaarvoice has determined as global best practices as well as best practices for your industry. Bazaarvoice can also leverage segmentation data that you have determined as valuable for your business. Bazaarvoice Intelligence uses the following types of segmentation data: Context Data Dimensions (CDD) These are questions that are asked on the submission form when the customer completes their profile. Examples of CDDs might include the customer's age or income level. Rating dimensions (RD) These are options for measuring a customer's satisfaction with a product. Examples of RDs for apparel might include fit, comfort, and value for price. General data capture best practices When collecting CDDs and RDs, Bazaarvoice recommends the following guidelines: All dimensions should be optional by default. Requiring users to provide the information can discourage submissions. Please consult your Bazaarvoice client services representative to get more information and recommendations on the most optimal CDDs and RDs for your business. 40

41 Intelligence best practices Product feed The product feed supplies information that allows you, the Bazaarvoice Intelligence user, to quickly and easily find the products that you care about using the product, category, and brand filters on the Product Overview and full list views. This section of the guide discusses how to verify that your company's product feed that meets Bazaarvoice best practice guidelines for Intelligence. There are two methods to configuring the product feed: Taxonomy optimization Custom product attributes This document explains each, but for details about the product feed syntax and how to create a new product feed, refer to the Data Feeds document. Taxonomy optimization Optimizing the taxonomy of your product feed is the best way to achieve easy-to-find product groupings. The product categories used to filter information are directly related to the category taxonomy in the product feed. Maintaining the product feed involves two tasks: Check for products that need to be added to the feed. Verify the category hierarchy to prevent duplicate product categories. Checking for products that need to be added to the feed 1. Login to the Bazaarvoice client portal. 2. Click the Settings tab and select Validate Product Feed. 3. Go to the Early Warnings tab. This tab lists products that have been collecting content on the site, but are not in the product feed. 4. Check for products that have greater than 60 Days Elapsed. These products should be added to the feed. Verifying the category hierarchy 1. Click the Category Inspector button. 2. Explore the category hierarchy, including sub-categories, and determine whether the structure is reasonable and is similar to how you would browse categories on your site. 41

42 Intelligence best practices 3. Look for duplicate category entries. The following image shows duplicate categories that might need to be sub-categories. Custom product attributes Another option for creating product categories in the product feed is to add custom product attributes. Custom product attributes can be used instead of or in addition to taxonomy optimization. These attributes can be useful when taxonomy optimization is not an option or when your company has an internal product category structure that is different than the product categories used on your commerce site. For each product in the feed, you can add one or more custom product attributes. The attribute value becomes a product category that can be selected in the filters. The following example will create a category called My Product 42

43 Intelligence best practices Category and includes the current product in it. When filtering information in Bazaarvoice, custom product attributes appear as options in the Product filter under Product Attributes. <Product> <ExternalId>...</ExternalId> <Name>...</Name> <Description>...</Description> <BrandExternalId>...</BrandExternalId> <CategoryExternalId>...</CategoryExternalId> <ProductPageUrl>...</ProductPageUrl> <ImageUrl>...</ImageUrl> <Attributes> <Attribute id="productmanagementgroupid"> <Value>My Product Category</Value> </Attribute> </Attributes> </Product> Using custom product attributes, you can select products based on these groupings instead of jumping around the regular product picker. People feed The people feed supplies information that provides demographic information about your customers. The information is provides for richer insights into customer sentiment about your products. 43