Marketing

How We Restored Trust in Customer Sentiment Analysis and Added New Reporting in 2 Weeks

TheGig.Agency

Problem

It is unfair that a team promising clients precise data-driven insight has to guess whether its own reports are telling the truth. The tool the agency relied on to analyze customer comments confused positive feedback with negative and froze on larger datasets, forcing analysts to manually re-check hundreds of rows before every client presentation.

Each new report meant extra hours spent verifying whether the numbers actually held up, and a single mistake risked undermining the agency's credibility with a client whose ad budget and reputation depended on accurate conclusions.

Solution

Rather than patching individual bugs, we started by tracing the agency's entire comment-analysis process end to end, to fix the cause instead of just the symptoms.

Audit & Loss Identification We pinpointed exactly where mislabeled comments were leading to false conclusions, and where crashes on larger datasets were costing the team hours of manual verification before every presentation.
One Reliable Read on Customer Sentiment We rebuilt how comments are classified so that any volume of feedback — from a few dozen to several thousand comments — is scored consistently and without crashing, giving the team one reliable read on customer sentiment instead of scattered, uncertain results.
Automation & Peace of Mind We added the ability to search for specific phrases within comments, plus an automatic report of the most frequently used positive and negative terms, so the team sees not just overall sentiment but the exact words customers use to describe a product or campaign — without reading every row by hand.

Results

The agency regained confidence that the numbers it shows clients are accurate. Analysts stopped losing time to manual checks and crashing files, and now focus on drawing insight from ready-made reports of the most common customer terms. The whole project — from bug fixes to new features — was completed in two weeks, and the agency walked away with a tool it can trust for every future client campaign.

Social Proof

Related Testimonials

Client feedback directly related to this case study.

”

I had the pleasure of working closely with Grzegorz on several backend software solutions for various clients.

Greg’s ability to design, develop, implement, and improve complex software was integral to these projects’ success. I knew that if Greg was tasked with something, it would always be completed properly and on time- regardless of complexity.

He consistently delivered high-quality code, could quickly troubleshoot and resolve issues, and kept teams well-organized and on-track.

In short, Grzegorz is a highly reliable and capable developer, and any team will be better with him on it!

Mathew Arrington

Marketing Operations • The Gig Agency

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