Case Study: Petco achieves higher conversions and 15% more revenue per visitor with Bazaarvoice Ratings & Reviews and Questions & Answers

Petco sees higher conversion rates among visitors who engage with reviews

Petco, a leading pet specialty retailer with more than 1,500 stores across the U.S., Mexico and Puerto Rico, faced the challenge of serving highly deliberative pet parents who rely heavily on peer advice when choosing products. The retailer needed a way to build shopper confidence and make it easier for customers to find the right products online.

Petco used Bazaarvoice Ratings & Reviews and Questions & Answers, plus review syndication from 100+ brands, to create a high volume of consumer-generated content (about 1.5 million reviews, ~80% syndicated) and enable brands to answer customer questions (300+ brand responders; 94% of questions answered). The result: visitors who engage with reviews convert 8% more and generate 15% higher revenue per visitor, Q&A engagement drives +3% conversion and +14% revenue per visitor, and greater review volume produces substantial product-level lifts (e.g., one review → +20% conversion for dog food; larger review counts drive progressively bigger gains).

Petco