The usability is simple and straightforward, so it’s easy to understand and get started. The service is excellent(fast, reliable, and friendly). It also offers strong AI features, such as topic assignment and topic sentiment, and the results come back with high confidence. On top of that, the developers and contacts genuinely take criticism and suggestions for improvement seriously. Review collected by and hosted on G2.com.

Some newly implemented features are nice to have, but for me they’re sometimes not really useful or necessary. Overall, though, I appreciate the courage behind the constant testing and ongoing refinement. I’d also like better functionality when it comes to the data export feature (via Excel). It would be great if it were more customisable. Review collected by and hosted on G2.com.

Transparency and accuracy. It's a text analysis software that allows you to verify and check each row. A huge advantage over standard AI solutions with their black box approach. Support is also very good when needed. The team are keen to improve the tool and work alongside clients. Review collected by and hosted on G2.com.

Not much we actually dislike: it misses a few analytical features we would like to see but they may well come up in the future. Some of the charting and data exports are a tad rigid. None of this is in any way a deal breaker considering the advantages it offers. Review collected by and hosted on G2.com.

It's great at what it's set out to do, which is quantify unstructured data. The platform is user friendly and easy to interact with. With the updated LLM, the process is much more efficient. Review collected by and hosted on G2.com.

The limited ability to edit the charts. It would be great if we had more control over edit the charts, so that we could take them directly from Caplena and use them in our reports. Review collected by and hosted on G2.com.

Caplena significantly reduces the manual effort required to analyze open-ended customer feedback. Its AI-powered text analytics help us quickly identify key themes, drivers, and emerging issues across large volumes of comments. The platform is intuitive, provides consistent categorization, and enables us to turn unstructured customer feedback into actionable insights much faster than traditional manual coding. Additionally, its visualization and reporting capabilities make it easier to communicate findings to stakeholders and support data-driven decision-making. Review collected by and hosted on G2.com.

Caplena's AI categorization is generally effective, but it sometimes struggles with industry-specific terminology and nuanced customer comments, requiring manual review and refinement. This can reduce efficiency when analyzing specialized automotive CX feedback. More flexibility in customizing categories, themes, and advanced analyses would also help address specific business questions more effectively. Review collected by and hosted on G2.com.

Caplena, as a business, is a really good partner. What I mean by partner is that we have mutually helped each other to grow. They are very interested in the feedback of their users to make the product work better for the user needs.

We've been using Caplena for several years and they have tremendously improved both the interface and the backend magic. Over that time the reports are very easy to use but the most commonly used feature in my organization is the Insights Agent. Even directly in Microsoft Teams users can ask questions of the data and get insights that might have been hard to find just looking through reports.

Another cool feature is the smart columns, where you're able to either have formulas act on the existing columns or have an LLM act on the existing columns so that you can add new layers to the analysis. That would previously have needed a data engineer to make happen and you can just do it directly in the interface. You could add a column that flags if a certain thing has happened, or if a particular location is mentioned, or which competitors are mentioned, etc. The integrations that I've used are excellent. I've tried Google Maps, Google Play Store, and Apple App Store and all of those worked very, very well. You're able to import those data either into new projects or combine them with existing projects.

The topic assignment works really well for creating a codebook. You can have the LLM suggest themes, or you can bring your own, or you can combine the two. You're able to review how those topics were actually assigned, which further trains the model. You're able to see how high the AI's confidence is in its ability to classify each of the different topics that you have in your notebook. The support team is fantastic. They have always been very quick to respond to questions, requests, and issues. They escalate it internally as needed and they follow up and make sure that things are resolved.

As far as pricing goes I've looked at many vendors in this space and I think that the price that we got from Caplena is completely fair, especially considering their speed of innovation and development. You get many features that many other vendors are talking about, hoping to implement in their roadmap. Those are actually already available on Caplena and they're working on new things all the time, which doesn't change your price. Review collected by and hosted on G2.com.

One of the challenges about working with a company that innovates so much is that some of the new features are not super compatible with the old features that we started with. Since we've been with Caplena for a while, for example, they introduced an LLM topic assignment that is much more accurate and is much more "human". It took a very long time to implement that on our main project, both because there are millions of rows of data and because it was not backwards compatible. Caplena didn't really think about their existing customers and migrating them to the new feature set, but rather about rolling out the new feature and getting new customers on it. It would have been a very powerful improvement to our project but it was not available to us for a long time.

I wish that the pricing could be more modular because, yes, Caplena rolls out tons of new features but many of them we don't need and we don't use. It would be nice if I could choose which features are covered in my plan.

Finally one thing that would be useful for me administrating the platform is to be able to see which users are using the Insights agent from within Microsoft Teams and how often.

There is something of a hack workaround for this. If you tell your users that they have to have an account to log in and then they set up the Microsoft Teams connection, you're able to get a better view (but not perfect) of which users are using the Insights agent from within Microsoft Teams.

As I found out, though, users just add the bot in Microsoft Teams and don't create an account first. They just show up as an anonymous user in the platform and I have no count of anonymous users. They're just shown as "anonymous users have done this many queries," sort of thing. But I would like to be able to enforce that I can see which users are really using it and how often, because then I can communicate to those users about changes, features, or ideas to do it better or that sort of thing. Understanding whom my most active users are is just generally beneficial. Review collected by and hosted on G2.com.

Allows us to gain much deeper insights and therefore get a lot more out of the data we collect. It's also brilliant at allowing us to look at differences by audience/customer segment and quickly understand significant differences. Review collected by and hosted on G2.com.

Honestly can't think of anything I dislike. Review collected by and hosted on G2.com.

I really like how Caplena makes it quick to see key themes in large, unstructured datasets without having to read through it all ourselves. I like that we can suggest our own themes and questions to consider, as well as exploring themes that we might not have identified ourselves. We know we can rely on the insights it provides because it's based on data we've given it, unlike other AI software that might pull in external information. I appreciate that it's not as subjective as using a human analyst would be. It's easy to interrogate the data, whether asking simple questions or more conceptual one that look across multiple themes. Caplena saves our team a lot of time and has completely overhauled our research process. We're now able to do everything in one system, making it more reliable and objective, and it allows everyone to access the same project at the same time. The code frame generator works really well, and the auto translation of comments saves us a lot of time on multi-market projects. Review collected by and hosted on G2.com.

It would be useful to be able to cross-tab our data, using variables that have been coded - currently we have to export the data and set this up manually. Maybe a slightly better UI within the data tables. Review collected by and hosted on G2.com.

I like Caplena's interface and its ease of use. The UX is streamlined and clear, making reviewing codes easier. The code editing window is well made, allowing the moving of codes and netting of codes with relative ease. It also allows similar codes to be merged and rematches the responses to the new codes, saving time. I find it valuable that we can bulk assign codes, research responses more closely, and organize the codeframe effectively. These features stand out compared to another coding software we use, which lacks internal merging functions and has a more difficult UX. Review collected by and hosted on G2.com.

The coding window is very helpful in many ways but could be improved. It's hard to see the entire nets and code frame sometimes. With larger code frames it makes it harder to move codes to nets farther down the code frame quickly. I've tried but when I used a Google Chrome extension to help find terms in responses it seemed to break the software and caused response to not correspond to their codes. Review collected by and hosted on G2.com.

I like that you can ask any text analytics related question of a data set and get a full answer and tangible insights within a minute. Review collected by and hosted on G2.com.

It took a while for us to get going and to set up our project, but that may be because it was new so there was a learning curve. Review collected by and hosted on G2.com.

Caplena helps us continuously structure and evaluate large amounts of open customer comments. Particularly helpful are the automatic categorization, the identification of relevant topics, and the ability to transparently identify drivers for satisfaction and recommendation. This allows us to prepare insights more quickly and share reports with colleagues outside the team. Especially for long-term tracking surveys, Caplena offers us significant added value. Review collected by and hosted on G2.com.

For more complex ad-hoc projects with different and company-specific topics, the analysis effort remains relatively high. New questions often require additional adjustments and validations, so results are not always immediately available. In surveys with a clear thematic focus, Caplena already delivers very good results. Review collected by and hosted on G2.com.