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FAQs

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Find answers to Brandwatch Reviews FAQs.

In this article:

How frequently do we crawl the data?

Once a day. Specifically, we will collect the data 24 hours since the collection for that product has finished.

This means that if you created different products at different times during the week, the data for those products will refresh at different times.

How does the refreshing of data work?

Every 24 hours, we will collect all of the reviews, then remove duplicates, and add the new full reviews. This way we can ensure 100% data coverage of publicly available data.

How far back historically can I gather my reviews?

We return all of the publicly available reviews for the given product URL. You can use the date filter at the top of the dashboard to look at any period of time historically.

Can I see 100% of my review data?

The analysis includes star ratings that also contain reviews (i.e. a star rating with accompanying text). In other words, if a star rating does not have a text review, we do not include it in our analysis. Each product is capped at 20,000 text reviews. Note that it is extremely rare for a product to exceed this limit, and the limit is subject to change if needed.

Do we own our crawlers?

We use a combination of in-house crawlers and supplement those with our trusted data partners.

Can we add any site to this crawling?

Yes. It’s an option in the product pricing.

Please note that not all sites are crawlable; for example if the data is behind a login screen, private, or the terms and conditions of the site prohibit it, we will not be able to obtain the reviews data.

Why don’t we use the Amazon API?

Only very basic product details are available through the Amazon API. We collect data right from the web page to get the maximum amount of data and detail.

How do I log into Brandwatch Reviews?

You can log in with your username and password at reviews.brandwatch.com.

How do I add a new product?

See our Data article, which explains the Add Product feature.

What type of URL can I upload?

This will depend on your subscription. For example, for Amazon products you can upload the entire URL in https:// format.

Can I bulk upload URLs?

Yes. When adding a product, there is an option to bulk upload multiple URLs at once.

What Amazon markets are currently supported?

We currently support: amazon.com, amazon.co.uk, amazon.com.au, amazon.ca, amazon.in, amazon.sg, amazon.ae, amazon.fr, and amazon.de. 

What other domains are available?

Please refer to our Data Coverage section in the help center for more information.

How long does it take for the reviews to load on a given product?

The first time you add a new product, it will typically take between five minutes and an hour to fully collect all of the reviews and load them into the dashboard. After the reviews have been collected for the first time, the dashboards and reviews load instantly in future.

Can I upload my own reviews to analyze in Brandwatch Reviews?

Yes! Please see our Uploading Data article for details.

How do I adjust the date range of my dashboard?

Use the date scrubber at the top of the dashboard to adjust the date range of analysis. Note that there is no historical limit on the review data; the scrubber will begin at the date the product was first reviewed.

Why is the Total Ratings number different from what I see on Amazon?

Amazon includes one-touch ratings in their ratings count, whereas we are only counting the ratings coming from reviews that have both star ratings and text. In other words, if a star rating has no text content, we do not include it in the count. Please see our Total Ratings article to learn more. 

Why doesn’t the dashboard include one-touch ratings?

One-touch ratings (i.e. ratings with only a star rating and no accompanying text) do not have a date associated with them, so we can't combine them with review ratings. As so much of our product is built around sentiment, entities, and other context from the text, we haven’t included this data in our dashboard. If there is no reason given for the star rating, then we can’t extract much insight from it. Please see our Total Ratings article to learn more. 

How is Net Sentiment Shift determined?

Net Sentiment is a score that can be used to show how a product is performing online. The metric is determined by weighing the number of positive and negative reviews for the product. A higher net sentiment means there are more positive than negative reviews, and a lower net sentiment means that there is a higher ratio of negative to positive reviews. Comparing the net sentiment across time periods can help show whether a product’s performance is improving or worsening.

The Net Sentiment Shift component shows how the net sentiment score from the last seven days has changed compared to the average net sentiment across the last 35 days. 

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If the score is increasing, then there is more positive sentiment over the past seven days. If the score is decreasing, then there is more negativity over the past seven days. If there is no shift in net sentiment, then that means that your product’s reviews over the past seven days have the same ratio of positive vs. negative reviews as the past 35 days.

Note: the “last seven days” refers to the previous week before the most recent review in your selected date range was posted.

Can I click into areas of the dashboard to see verbatim reviews?

Yes. Clicking into an area of the dashboard causes the whole dashboard to filter by that selection. For example, if you click on the 3-star bar next to a star rating on the Rating Distribution chart, then the dashboard will automatically be filtered to analyze data from the 3-star reviews from customers.

What is the History chart?

The History chart is a bar chart that by default shows review volume over time. The chart also can be broken down to show reviews broken down by rating, URL, or sentiment over time to help you understand how things are changing. The chart can be viewed as a line, bar, or stream view, and can also be changed to “cumulative” to show cumulative reviews over time.

What is the Entity Progress chart?

The Entity Progress chart automatically identifies and displays the top characteristics that are discussed most frequently within your reviews. By selecting the Breakdown drop-down, you can choose to compare either the sentiment or the star ratings between different characteristics.

How do we extract the characteristics in the Entity Progress chart?

We extract the characteristics using natural language entity extraction. For each review, we identify entities and identify the volume, salience* and entity-level sentiment of each one.

The Entity Progress chart displays the top 10 entities, ordered by volume. The top entity on the chart has the highest volume within all of the reviews for the product, and the bottom entity on the chart has the 10th highest volume.

*The "salience" of an entity is the relevance of the entity compared to the rest of the review.

Why are the topics in the Top Words component different from the entities in the Entity Progress chart?

The Entity Progress chart shows the top 10 entities. The Top Words component takes the top 30 entities, and then displays the ones that fit in the cloud. Depending on the screen and the size of the entities, the cloud will typically show between 20-30 entities. This means that there is a chance that one of the entities from the chart will not appear in the cloud.

How does Sentiment work?

Please see our Sentiment article to learn more.

Is there a way to compare multiple products in one dashboard?

Yes! You can presently compare up to five products. Full details are explained in our Dashboards article.

What are Entity Maps?

Entity maps are a way to consolidate entities into more refined higher-level concepts. You can use Entity maps to customize the way your data is analyzed.

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