Caplena Reviews & Product Details

Caplena is strong on automated topic detection and sentiment analysis, including topic-level sentiment, which helps when a single comment contains mixed feedback. The interface supports iterative refinement of classifications and makes it practical to improve quality over time.

Segmentation and filtering are well supported via metadata, which is useful for drilling down by customer characteristics, channels, or time periods. Export options also make it easier to validate results and continue analysis in other tools.

From a compliance perspective, the anonymization capabilities and multilingual support are meaningful strengths for teams working with sensitive verbatim data. As a European, Swiss-based solution with EU data hosting, Caplena is also a strong fit for organizations with strict GDPR and data residency requirements. Review collected by and hosted on G2.com.

Caplena is primarily an analytics and reporting platform. If your workflow requires case management or operational follow-up directly from insights, you may currently need complementary tooling. Closing-the-loop style workflow capabilities are an area Caplena is working toward, but it should not be assumed as available unless confirmed for your plan and timeline. Review collected by and hosted on G2.com.

The tool is incredibly easy to use and does exactly what its meant to. And the service is exceptional. The live chat function is a massive bonus when looking for support and the responses from Andre and Aliona are always super quick and super helpful. It's rare to find a company that gets the product AND the service right but Caplena does. They're also very receptive to feedback and adding items on to road maps. Review collected by and hosted on G2.com.

Not a dislike but looking forward to when full functionality has been moved across from V2 to V3. Looking further afield it would be great to see more tools within the Caplena eco system i.e survey design and delivery software, tools for customer data analysis. Review collected by and hosted on G2.com.

Caplena provides an abundancy of functions for the analysis of open-ended customer feedbacks. It combines Sentiment Analysis, i.e. the detection of emotions of customers, the classification of categories and topics, visualization via dashboards and - last but not least - anonymization functions which are important for data privacy regulations. Review collected by and hosted on G2.com.

Caplena needs to be implemented in close cooperation w/ the company - so it took long to have it ready-to-use. But as a consequence from that, you will get well-customized analysis options for your business needs. Review collected by and hosted on G2.com.

The interface, it is mostly easy to use. The speed at which the themes are generated and automatically tagged. The outputs that you can get, lots of charts available. Customer support is 10/10, always get a quick response to any query. Review collected by and hosted on G2.com.

The code frame generation is not the best. It always needs a lot of refining and editing, I have to delete irrelevant topics, and add topics that have been missed. It would be great if the code frame generated was closer to the end product. We rely on using already existing code frames to save time.

There is not much flexibility in editing the charts. Also would be nice to down load the chart for ppt. Review collected by and hosted on G2.com.

Once the code frames are finalised, it is quite good at recognising the open ended responses to bucket them in correct categories. It is quite helpful when there are large number of responses to be coded and saves significant time compared to manual coding. Editing the codes are also easy as they can be shifted from one category to another using drag and drop and can also be merged quite fast. The AI engine is quite capable in recognising the sentiments of the responses and that alone saves us precious time. Review collected by and hosted on G2.com.

It struggles in generating initial codes and requires quite a bit of input to refine those codes. The initial codes it generate are quite generic and not very helpful. It can instead focus on the themes and generate relevant codes for responses. As I mentioned previously, once the codes are finalised by the user, it does a pretty good job in categorising the responses correctly. Review collected by and hosted on G2.com.

The platform is easy to use. Creating and updating projects has been improved since the first time we used it.

We can share our work to our client with dashboards without creating accounts, just by sharing a link.

When we need some help, we can contact them with the chat and they answer quickly. Review collected by and hosted on G2.com.

When we don't use the API, we need to create some ETL with power query in order to have the required structures for our tools. The columns filled with 1 or 0 for each topic are not what we need, but I've been told there are some improvements on the way for this. Review collected by and hosted on G2.com.

The new features Insight Chat and the revised reporting significantly simplify analysis. Insight Chat provides quickly understandable answers to complex questions, including context, while the new reporting impresses with clear, modern visualizations. Review collected by and hosted on G2.com.

Bugs occasionally occur, but they are addressed very quickly. Reporting bugs is difficult because it usually only happens through chat. Sharing screenshots is not possible.

Limited visualization of dashboards, e.g., filters cannot be hidden in reporting.

Subsequent anonymizations are not possible. A new upload must be performed. Review collected by and hosted on G2.com.

The AI-supported analysis of open-ended responses with numerous individual customization options is particularly valuable. Equally impressive are the clear visualization and the in-depth analysis of correlations, especially in driver analysis. Additionally, large data volumes can be processed effortlessly and the results distributed in professional dashboards. Review collected by and hosted on G2.com.

Some useful features are only available in premium versions. Editing uploaded data has been somewhat cumbersome so far, but it has significantly improved with V3. Overall, the software sometimes seems a bit too complex. Review collected by and hosted on G2.com.

The user experience. The interface is really intuitive and user friendly and it surely helped increase adoption within our team. It allows us to easily code and categorise verbatim, review them etc

Then of course I like the time savings derived from the automated coding. Last but not least, I like that we can create dashboard to share with the client. Review collected by and hosted on G2.com.

I think the overall structure of how we save projects could be improved. They should learn from structure such as SharePoint. For now we can use tags but it’s not enough and sometimes there are bugs there. It would be nice to have a structure with folders, sub folders etc. It would be then easier to retrieve projects Review collected by and hosted on G2.com.

The platform makes qualitative analysis fast and efficient with its smart categorization, multilingual support, and easy-to-use interface. Review collected by and hosted on G2.com.

While Caplena is an excellent tool, there’s still room for improvement in certain areas. For example, niche industry-specific terms sometimes require manual adjustments for more accurate categorization, and adding more advanced visualization options directly in the platform would make insights easier to present. Expanding the capabilities to include basic quantitative analysis alongside qualitative coding would also make it an even more powerful all-in-one solution. Review collected by and hosted on G2.com.