We analyzed customer reviews for a full-service marketing agency in Vancouver.

Major Tom is a full-service marketing agency built for the complexities of modern marketing. Its work splits into marketing, development, creative and strategy, which covers integrated campaigns, paid media, SEO, websites, brand identity and discovery-led planning.

The agency has offices in Vancouver, Toronto, New York and San Francisco.

Victoria Samways, its marketing and brand manager, brought us the reviews Major Tom’s clients had left on online directories and asked what those reviews were actually saying.

We put the data into one shape first. The reviews had arrived with different variables and different values, so nothing could be compared until they matched. Then we built a three-level category system: the first level holds the feedback at its most general, the second is more specific, and the third holds the detail. That way an insight can be read quickly at the top and traced down to what was said.

We went through all 158 reviews, tagged every piece of feedback against the three levels, and then interpreted the results for the agency.

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