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

Q2 INSIGHTS

© 2011 Bazaarvoice, Inc.

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%)