What it does
Caplena analyzes feedback imported from surveys, reviews, support systems and files. It combines topic discovery, AI-assisted coding, topic sentiment, quantitative variables and interactive reporting, with tools for researchers to refine the analysis rather than accepting a fixed categorization.
Caplena analyzes feedback already collected in survey, support or review systems. It combines open text with ratings and other variables, so reports can compare topics across customer groups or touchpoints.
Create and review a feedback project
From the Project List, choose New Project, enter its name and select the language. Upload a file or connect an integration, choose the text columns to analyze, then select Validate and Continue. Start Analysis can generate topics, import a codebook or reuse an existing collection. Review assignments in Topics and adjust names, descriptions or merged topics. In Reports, create a report, use Edit Mode for charts and filters, and add segments for comparisons.
Credits and access
Commercial packages are arranged through a pricing call:
| Plan | Annual credit scope | Core users |
|---|---|---|
| Team | Up to 50,000 | Unlimited |
| Enterprise | 50,000 or more | Unlimited |
| Agency | 20,000 or more | Custom |
Each nonempty cell in a selected text-analysis column costs one credit at upload. Demographic columns and defined dummy values are excluded. A preview shows the charge before confirmation; included re-analysis runs are finite, with further topic-assignment runs charged at 0.2 credits per processed row.
People editing projects need Core user access. Invite them through Account → Team, supplying their email and role. Reporting-Only users can view shared reports but cannot edit projects or reports. API keys can automate transfers and inherit the creating user's project permissions.
Strengths
- Lets researchers refine topic and sentiment assignments in context.
- Combines open text with quantitative variables and shared reporting.
Watch out for
- Analyzing several text columns consumes a credit for each selected nonempty cell.
- Reporting-Only users cannot edit projects or reports.
- An API key inherits all its user's project access and cannot be restricted directly to one project.
Best for
- Insights and CX teams analyzing existing customer or employee feedback across sources and segments
Sources
- Caplena Pricing Plans (Oct 27, 2026)
- Quick Start: Create Your First Caplena Project (Oct 27, 2026)
- Credits (Oct 27, 2026)
- User Types in Caplena: Core vs. Reporting-Only (Oct 27, 2026)
- General Settings (Oct 27, 2026)
- The intelligence layer for Customer Feedback | Caplena (Oct 26, 2026)
- Discover our Features | Caplena (Oct 26, 2026)