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Q2 INSIGHTS

The Conversation Index
Full report: bv-url.com/Q2Index
Methodology




                    5 million data point sample of UGC


                     Indexed Q2-2011 (April, May, June)


                             Data from 210 countries




  © 2011 Bazaarvoice, Inc.
Consumer language reflects economic uncertainty

 » 1 in 10 reviews in Q2 mentioned “price”
 » Price mentions compared to Dow, Consumer Confidence Index
   from July 2007-August 2011
 » Price mentions to CCI: correlation of -.66
 » Price mentions to Dow: correlation of -.68




    © 2011 Bazaarvoice, Inc.
All over the map: sentiment by region, country




  © 2011 Bazaarvoice, Inc.
The Friday Facebook flood
» 32% of all reviews collected on Facebook in Q2 were submitted on
  Fridays, which doesn’t match onsite patterns
» Reviews on Facebook had 12% higher average sentiment than
  onsite reviews




   © 2011 Bazaarvoice, Inc.
Women fuel word of mouth

» Women produced 60% of all UGC in Q2
» Average rating for female-written reviews: 4.43 stars
» Average rating for male-written reviews: 4.32




    © 2011 Bazaarvoice, Inc.
Controlling spending, leading conversations

» Women contributed 84% of UGC in Consumer Packaged Goods in
  Q2, controlled 85% of household spending in US
» CPG had highest average sentiment (4.68)
» Men contributed 77% of UGC in Consumer Electronics, spent 53%
  more on CE in 2010




 CPG




   © 2011 Bazaarvoice, Inc.
Summer warms traveler sentiment

» Travel saw +4% average rating in Q2 (4.46), most other verticals
  only fluctuated +/- 1%
» Travel reviews longest of any category




    © 2011 Bazaarvoice, Inc.
Poor service destroys product sentiment
» 6% of all reviews mentioned customer service in Q2
» Reviews mentioning CS carried 91% lower average rating than
  non-CS reviews
» Financial Services had highest portion of reviews with CS
  mentions (17%)




   © 2011 Bazaarvoice, Inc.
One in five spread the love

» “Love” found in 22% of reviews in Q2
» “Easy” found most often in consumer electronics
  (19%), automotive (16%), financial services (16%)




   © 2011 Bazaarvoice, Inc.

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The Conversation Index - Q2

  • 1. Q2 INSIGHTS The Conversation Index Full report: bv-url.com/Q2Index
  • 2. Methodology 5 million data point sample of UGC Indexed Q2-2011 (April, May, June) Data from 210 countries © 2011 Bazaarvoice, Inc.
  • 3. Consumer language reflects economic uncertainty » 1 in 10 reviews in Q2 mentioned “price” » Price mentions compared to Dow, Consumer Confidence Index from July 2007-August 2011 » Price mentions to CCI: correlation of -.66 » Price mentions to Dow: correlation of -.68 © 2011 Bazaarvoice, Inc.
  • 4. All over the map: sentiment by region, country © 2011 Bazaarvoice, Inc.
  • 5. The Friday Facebook flood » 32% of all reviews collected on Facebook in Q2 were submitted on Fridays, which doesn’t match onsite patterns » Reviews on Facebook had 12% higher average sentiment than onsite reviews © 2011 Bazaarvoice, Inc.
  • 6. Women fuel word of mouth » Women produced 60% of all UGC in Q2 » Average rating for female-written reviews: 4.43 stars » Average rating for male-written reviews: 4.32 © 2011 Bazaarvoice, Inc.
  • 7. Controlling spending, leading conversations » Women contributed 84% of UGC in Consumer Packaged Goods in Q2, controlled 85% of household spending in US » CPG had highest average sentiment (4.68) » Men contributed 77% of UGC in Consumer Electronics, spent 53% more on CE in 2010 CPG © 2011 Bazaarvoice, Inc.
  • 8. Summer warms traveler sentiment » Travel saw +4% average rating in Q2 (4.46), most other verticals only fluctuated +/- 1% » Travel reviews longest of any category © 2011 Bazaarvoice, Inc.
  • 9. Poor service destroys product sentiment » 6% of all reviews mentioned customer service in Q2 » Reviews mentioning CS carried 91% lower average rating than non-CS reviews » Financial Services had highest portion of reviews with CS mentions (17%) © 2011 Bazaarvoice, Inc.
  • 10. One in five spread the love » “Love” found in 22% of reviews in Q2 » “Easy” found most often in consumer electronics (19%), automotive (16%), financial services (16%) © 2011 Bazaarvoice, Inc.