Caplena Reviews & Product Details

Caplena is a feedback intelligence layer that turns feedback into precise insights, and brings your entire organization on board to act on them Built with Swiss precision, our platform addresses the limitations of conventional customer experience (CX) tools by offering a more flexible and intuitive approach to feedback analysis. With Caplena, organizations can harness the power of open-ended feedback data (from satisfaction surveys to online reviews or ad hoc projects) to drive informed decision-making and enhance customer satisfaction. Targeted primarily at brands and research teams across various industries, Caplena caters to organizations looking to gain deeper insights from customer feedback. Its user-friendly interface allows teams to analyze feedback from multiple sources, including surveys, social media, and customer reviews, without the need for extensive technical expertise. This accessibility makes it an ideal choice for businesses of all sizes, from startups to established enterprises, seeking to leverage customer insights for strategic growth. One of the standout features of Caplena is its ability to analyze feedback with human-level accuracy. The platform utilizes advanced algorithms to refine themes interactively, enabling users to identify trends and patterns in real-time. This capability allows teams to model datasets independently, empowering them to explore insights without relying on data scientists. The result is a streamlined process that accelerates the transition from raw feedback to actionable insights, facilitating quicker responses to customer needs. Caplena also emphasizes transparency and explainability in its AI-driven approach. Users can customize dashboards to visualize data in a way that best suits their needs, ensuring that insights are not only accurate but also easily interpretable. Additionally, the precision chat agent further enhances the user experience by guiding teams through the analysis process, making it easier to derive meaningful conclusions from complex datasets. This combination of features positions Caplena as a valuable tool for organizations aiming to elevate their feedback analysis capabilities. With over 200 trusted organizations, including industry leaders like DHL and Lufthansa, Caplena has established itself as a reliable partner in the realm of feedback intelligence. By offering a solution that balances analytical power with user-friendly design, Caplena enables teams to convert unstructured feedback into world-class insights efficiently, ultimately driving better customer experiences and informed business strategies.

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Caplena

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Languages Supported

Afrikaans, Catalan, Czech, Danish, German, Greek, English, Estonian, Basque, Finnish, French, Galician, Hungarian, Icelandic, Italian, Latvian, Lithuanian, Luxembourgish, Macedonian, Dutch, Norwegian, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish, Albanian, Serbian, Swedish, Turkish

Overview by

Barbara Houdayer

Caplena Integrations

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Verified by Caplena

Caplena Media

Caplena Demo - Caplena works in 3 easy steps.

Connect your data, analyze topics, and discover insights.

Caplena Demo - Full control, zero blackbox.

No black box, Fine-tune the models to make sure the AI understands the context of your industry and use-case. Rely on scientifically validated metrics like F-1 scores that enable you to trust the AI’s results.

Caplena Demo - Unlock deep sentiment analysis.

Identify sentiment down to topic level, precisely quantify drivers of satisfaction, compare behaviors and identify statistically relevant segments.

Caplena Demo - Chat and dig into your insights.

Chat with the AI for quick, precise answers about your project. Think of it as your personal research assistant, providing custom insights on demand.

Caplena Demo - Stay on top of your feedback trends

Set up alerts and be notified. Detect new topics as they emerge.

Caplena Demo - Connect your sources with ease.

Set up your projects in no time by connecting your feedback sources. No need to wait on customer success or your internal engineers.

What's Caplena in 2 minutes

How Kia Europe Scales Customer Feedback Analysis With Caplena

How IKEA Uses Over 3 Million Feedback Comments to Meet Customer Needs Like Never Before

How FlixBus navigates the complexities of passenger feedback, transforming insights into tangible improvements.

How DHL turns the collective voice of our 600,000 employees into a force for innovation and growth.

Official Downloads

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Interactive Demo

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Try an interactive demo created by the software seller (right here on G2).

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Caplena Reviews (43)

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Billy B.

Insights Manager

Enterprise (> 1000 emp.)

12/10/2025

"Great product, great service"

5/5

What do you like best about Caplena?

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.

What do you dislike about Caplena?

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.

Response from Barbara Houdayer of Caplena

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Hi Billy,

Many thanks for your kind words. Getting Product and Service right is what we strive for every day. While we build an AI-powered platform, our goal is to empower people. Your feedback means a lot to us.

We want to make sure we know which V2 functionalities you would like to see passed on to V3 and which tools you would like to see as part of our ecosystem. If this feedback wasn't shared already, please feel free to share it with André and Aliona.

This quarter, we have added new integrations with survey design and delivery software (Alchemer, Medallia, QuestionPro, Survey Monkey) and BI tools for customer data analysis (PowerBI, Tableau, Looker). What should we consider next? We are definitely open to suggestions that would enhance our ecosystem and help customers enhance their workflows.

Greetings from Zurich 🇨🇭

See how Caplena improved

Rachel L.

Conversational AI Research Executive

Mid-Market (51-1000 emp.)

10/29/2025

"Fast Theme Generation and Great Charts, But Code Frame Needs Improvement"

4/5

What do you like best about Caplena?

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.

What do you dislike about Caplena?

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.

Response from Barbara Houdayer of Caplena

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Dear Rachel,

Thanks for openly sharing your feedback with us.

Our relentless goal is to deliver human-quality coding out of the box, reducing fine-tuning to the minimum. If this is not the experience you are getting, then we would like to fix this as soon as possible.

On a side note, we have rolled out a new version of our AI model a month ago. We're curious to know if you've tested it and tried using prompts to guide your topic collection?

Our Customer Success team has reached out to you, and we look forward to exploring the cases with you.

Warm regards from Zurich 🇨🇭

tiphanie s.

Data architect

Mid-Market (51-1000 emp.)

8/12/2025

"Really nice platform to analyze customers reviews"

4.5/5

What do you like best about Caplena?

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.

What do you dislike about Caplena?

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.

Dr. Jan R.

Leiter Marktforschung

Enterprise (> 1000 emp.)

9/23/2025

"Pioneer of AI free text analysis with great functionality and depth of analysis"

4.5/5

What do you like best about Caplena?

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.

What do you dislike about Caplena?

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.

What problems is Caplena solving and how is that benefiting you?

The large amount of open reviews – both from online channels and from our own surveys – is hardly efficient to evaluate without technical support. With the software, these data volumes can be processed effortlessly and finally analyzed objectively. Additionally, it becomes clear which topics in customer feedback are actually the central drivers of satisfaction. Review collected by and hosted on G2.com.

Andrea P.

Senior Market Research Analyst

Small-Business (50 or fewer emp.)

7/30/2025

"Caplena helped us increase efficiency and quality. It also allowed us to perform large studies."

5/5

What do you like best about Caplena?

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.

What do you dislike about Caplena?

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.

Response from Barbara Houdayer of Caplena

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Hi Andrea,

Many thanks for sharing your experience. We're delighted to read Caplena's user experience helped increase adoption within your team :)

Thank you for your feedback regarding folder structure. We have shared your comments with our Product Team. We are always eager to explore ways to simplify finding relevant insights and data, and we will take your suggestions into consideration.

Greetings from Zurich 🇨🇭

Ram Charan Reddy M.

Specialist CX Intelligence

Mid-Market (51-1000 emp.)

8/12/2025

"The best AI tool for Qualitative analysis"

4.5/5

What do you like best about Caplena?

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.

What do you dislike about Caplena?

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.

What problems is Caplena solving and how is that benefiting you?

Caplena helps overcome the challenge of processing and analyzing large volumes of open-ended survey responses. Its AI-assisted categorization and sentiment analysis speed up the process, improve consistency, and make it easier to uncover key themes and customer sentiments across multiple languages. This has saved time and improved the quality of insights. While it works very well for most cases, adding better handling for niche industry terms and incorporating basic quantitative analysis could make it an even more complete solution. Review collected by and hosted on G2.com.

Response from Barbara Houdayer of Caplena

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Hi Ram,

Many thanks for sharing your experience!

Your feedback matters to us. We look forward to hearing your thoughts on our new LLM Topic Assignment. It should provide improved handling of niche industry terms, reducing the need for manual adjustments and fine-tuning. Your feedback will be very valuable as this feature is currently in beta.

Also, have you already tried some of the new quantitative analysis elements we've launched within Caplena 3.0? When creating reports, you can now use the following insights elements: Numerical Distribution, Categorical Distribution, and Topic Breakdown.

If you have specific needs for more advanced visualization options, please reach out to André from our Customer Success team. We will consider them for future developments.

Kind regards,

Barbara

Verified User in Pharmaceuticals

Mid-Market (51-1000 emp.)

8/12/2025

"Extremely Functional Reporting Tool Perfect to WOW Your Clients"

4/5

What do you like best about Caplena?

Caplena's reporting function serves as a "dashboard" for our clients to access their qualitative data. Being able to filter and manipulate the data in whatever way they please is extremely beneficial for us as consultants. The UX of these reports is constantly impressing our clients which we also highly appreciate.

The TEAM at Caplena is what really makes the difference. Our customer support person goes above and beyond for us and is always willing to work together on Caplena improvements. This experience alone is a best practice in the industry. Review collected by and hosted on G2.com.

What do you dislike about Caplena?

There are some functionalities for our team specifically that do not work super well in terms of working directly within the data. The lack of ability to include images linked to certain responses for us is a point that we really require in our daily work. Review collected by and hosted on G2.com.

Response from Barbara Houdayer of Caplena

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Hi,

Many thanks your review. We love to hear that beyond our UX, our team really makes the difference!

Thanks also for sharing that being able to include images would have a great impact on your daily work.

Improved support for showing images next to comments will be taken as a feature request by our Product Team.

Greetings from Zurich 🇨🇭

Leanne D.

Research Consultant

Small-Business (50 or fewer emp.)

7/30/2025

"Making work faster and more enjoyable"

5/5

What do you like best about Caplena?

Caplena is a huge step up from us using Excel. It’s visually appealing, easy to navigate, and makes coding open-ended survey responses much faster. As a market research agency, we deal with a lot of unstructured text. This tool has made that process far more efficient and even enjoyable. Review collected by and hosted on G2.com.

What do you dislike about Caplena?

I really wish there was an undo button. It would make it easier to fix mistakes without having to backtrack manually. Review collected by and hosted on G2.com.

Response from Barbara Houdayer of Caplena

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Hi Leanne,

Thanks so much for your feedback. We're thrilled to know Caplena makes the coding of open ends even enjoyable :)

Thank you for suggesting an "undo" button. We have shared your suggestion with the Product Team and we will keep you posted on progress.

[Update] Topic Assignment history has been released in September. You can now rewind your topic changes! Thanks again for your suggestion.

Greetings from Switzerland 🇨🇭

See how Caplena improved

Ewa S.

Business Intelligence Senior Specialist

Enterprise (> 1000 emp.)

8/3/2025

"Positive feedback :)"

5/5

What do you like best about Caplena?

I must say Caplena is an amazing tool that makes your work easier and more comfortable. Its function enables you to get precise results in a short time. The help from Support Team is invaluable, the consultants are both helpful and efficient. Caplena is very intuitive! Review collected by and hosted on G2.com.

What do you dislike about Caplena?

As Caplena is not available in my native language, using the platform is slightly less convenient - haviong it in my own language (Polish) would significantly improve my user expierience. Review collected by and hosted on G2.com.

Response from Barbara Houdayer of Caplena

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Cześć Ewa!

Many thanks for your review. Your feedback means a lot to us. While this is not on our immediate roadmap, we would love to translate our interface to more languages in the future - including Polish.

Pozdrowienia z Zurychu 🇨🇭

Isabelle M.

chef de projet transformation

Mid-Market (51-1000 emp.)

8/7/2025

"I really appreciate the product and also the employees."

5/5

What do you like best about Caplena?

It's easy to use, very ergonomic and intuitive. It's a highly efficient and well-documented solution. The helpdesk is quick, effective, and really friendly. Review collected by and hosted on G2.com.

What do you dislike about Caplena?

It's a shame there isn't a French speaker because there are sometimes topics that touch on the subtleties of the language that I would like to be able to discuss in French ;) Review collected by and hosted on G2.com.

Response from Barbara Houdayer of Caplena

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Bonjour Isabelle,

Many thanks for your feedback, we love to hear that you value our solution, as well as our team's support!

Our new AI has made significant progress also in French and will do a much better job understanding the subtleties in the future. If you give enough context in the project description it should be able to pick up nuances on par with a native French speaker. If it still doesn't pick up these subtleties, our customer support team will be happy to connect you with French-speaking team members.

Nous restons à votre disposition. N'hésitez pas.

See how Caplena improved