Volume-adjusted Audience Review Sentiment

What is this metric?

The Volume-adjusted Audience Review Sentiment metric combines a brand's average audience review sentiment with a brand's volume of customer reviews to gauge the level of confidence and reliability in a brand's sentiment scores.

How is this metric calculated?

BlueOcean computes a score for a brand based on the weighted averages of a brand's count of audience reviews and the average sentiment of those reviews. This measurement allows users to gauge the level of confidence and reliability in a brand's sentiment scores.

Illustrative Analogy: "The Yelp Scenario" - if a customer compares two restaurants on Yelp and finds that Restaurant A has a 5-star rating but only 10 reviews, and Restaurant B has a 4-star rating with 2,000 reviews, then -

Given the larger sample size, the customer is likely to have a greater degree of confidence in Restaurant B's ratings over Restaurant A's ratings.
The potential volatility in Restaurant B's scores is lower than in Restaurant A's; e.g., a single 'bad' review shifts Restaurant B's scores less than a bad review would for Restaurant A

Data Source(s): BlueOcean-trained Proprietary Data Model considering estimated data from:

A brand's audience reviews (including sites like G2, TrustRadius, Gartner Peer Insights, and Trustpilot) and/or article-based audience reviews.

Data Source Update Frequency: Weekly

Can Ratios Impact this Measurement? No

BlueOcean Applicable Framework(s): BlueOcean framework │BlueOcean Basic framework

How is this information valuable to my brand?

The Volume-adjusted Audience Review Sentiment metric is a valuable resource for:

Holistic Understanding: While the average sentiment indicates how positively or negatively the brand is perceived, the volume of reviews indicates how widespread these sentiments are.
Competitive Analysis: Comparing sentiment and volume against competitors allows brands to gauge their market position in terms of quality perception and reach.
Strategy Formulation: If sentiment is positive, but volume is low, the focus might shift to increasing brand awareness. Conversely, if sentiment is negative but volume is high, there's an urgent need to address product or service issues.
Feedback Loop: Analyzing the sentiment of reviews can highlight areas for improvement or potential opportunities. At the same time, volume might indicate the urgency or significance of such feedback.
Trust Building: High positive sentiment with considerable review volume can testify to brand quality and reliability, which can be highlighted in marketing campaigns to build trust.
Trend Analysis: Monitoring changes in sentiment and volume over time can identify trends, helping brands anticipate market shifts or adjust strategies accordingly.

Additional considerations where this metric can play a role:

ROI Measurement: By correlating marketing campaigns or initiatives with sentiment and review volume shifts, brands can assess the return on investment and the effectiveness of specific strategies.
Risk Management: A sudden spike in reviews with predominantly negative sentiment can signal a potential PR crisis, allowing for timely intervention.
Identifying Advocates and Detractors: High positive sentiment from a segment of reviewers can identify potential brand advocates. Similarly, consistently negative sentiments can spotlight detractors needing engagement or issues needing redressal.
Optimizing Marketing Spend: If a specific product line or service shows notably better sentiment and volume, it might warrant a higher allocation of marketing resources.
Product and Service Development: Reviews, especially those with strong sentiments, often provide specific feedback. This feedback can be instrumental in refining offerings or developing new products/services.
Community Building: Engaging with positive and negative reviews, especially when there's high volume, can foster a sense of community, show customers that their feedback is valued, and help in reputation management.
Influencer Engagement: Reviews with strong sentiments (positive or negative) might come from industry influencers or thought leaders. Recognizing and engaging with these individuals can lead to potential collaborations or damage control respectively.