Caplena
Caplena is a Zurich-based B2B SaaS platform that uses proprietary AI and NLP to analyze open-ended customer and employee feedback across 100+ languages. It serves 170+ enterprise brands and market research agencies with text analytics, sentiment analysis, and agentic AI insights.
- Company typePrivate
- Founded2018
- HeadquartersZürich, Switzerland
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What Caplena does
Caplena AG is a Zurich-based B2B SaaS company founded in 2018 that operates an AI-powered customer feedback intelligence platform. The platform combines proprietary natural language processing and machine learning models with large language models to automate the analysis of open-ended survey responses, online reviews, and employee feedback in more than 100 languages. Its product surface includes AI Text Analysis (topic detection, MECE codebook generation, and sentiment classification), the Insight Agent (an autonomous AI assistant that answers natural-language questions and dispatches alerts), and Smart Columns (AI-driven data enrichment and transformation). Solution modules are packaged for Customer Experience (CX) teams, Employee Experience (EX) teams, market research agencies, and online review analysis, with native integrations to Qualtrics, Medallia, SurveyMonkey, QuestionPro, Trustpilot, Power BI, Tableau, and Slack, plus agentic delivery surfaces through ChatGPT, Microsoft Copilot, and the Model Context Protocol.
The company's technology is differentiated by a hybrid AI architecture trained on millions of real-world comments across more than 100,000 projects since 2018, with transparent F1-based AI quality scoring and the ability to analyze approximately 10,000 text responses in two hours, claimed as 95% faster than manual coding. Caplena holds SOC 2 Type II, GDPR, and ISO 27001 certifications, and supports enterprise-grade requirements including SAML2 SSO.
Caplena generates revenue through annual SaaS subscriptions organized into three pricing tiers — Team (up to 50k credits/year), Enterprise (50k+ credits/year, including 12+ hours of professional services, SSO, and SOC 2 Type II), and Agency (20k+ credits/year) — all sold with custom pricing via direct enterprise sales, supplemented by self-serve product tours and free interactive reports as a product-led growth entry point. The company serves more than 170 global enterprise and agency customers including Lufthansa, DHL Group, Kia, FlixBus, Beiersdorf, Swisscom, MediaMarkt, Vattenfall, SBB, Cornelsen, Ipsos, and Euromonitor, with a stated market-leading position in the DACH region. Caplena has raised approximately €13 million to date across a 2022 seed round led by Swiss investors (€7 million at a €10 million pre-money valuation) and a July 2024 €3 million pre-Series A led by Inveready with participation from Spicehaus Partners, Zürcher Kantonalbank, and existing shareholders, with proceeds earmarked for U.S. market expansion.
Caplena firmographics
Firmographics- Name
- Caplena
- Legal name
- Caplena AG
- Website
- https://caplena.com
- Company type
- Private
- Founded year
- 2018
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Caplena is a Zurich-based B2B SaaS platform that uses proprietary AI and NLP to analyze open-ended customer and employee feedback across 100+ languages. It serves 170+ enterprise brands and market research agencies with text analytics, sentiment analysis, and agentic AI insights.
- Ownership category
- akta.pro rank
Caplena industry classification
Industry- Product category
- Customer Feedback Analytics Software
- NAICS
- Marketing Research and Public Opinion Polling (541910), Computer Systems Design and Related Services (54151)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Processing & Data Preparation (7374)
- akta.pro primary industry
- Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)
- akta.pro secondary industry
- NLP Developer Tools & Evaluation (prompting, testing, benchmarks) (HDAAADAK)
Keywords
Where Caplena is headquartered
LocationHeadquarters
- HQ city
- Zürich
- HQ country
- Switzerland
- HQ region
- Europe
Offices1 record
Markets served
Caplena business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure
Revenue model
- SaaS Subscription (Credits-based): Annual subscription plans based on credit allocation (50k, 50k+, or 20k+ credits per year depending on tier). Credits represent verbatims processed. Includes unlimited core users, reporting-only users, and professional services hours.
- Professional Services: Additional professional services hours available as add-on to base plans. Enterprise plans include 12+ hours/year with dedicated customer success support.
- Custom Review Site Integrations: Add-on feature for custom review site integrations beyond the standard 200+ supported sites.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Team plan for small brand-side teams with up to 50k credits/year |
| Subscription | Annual | Enterprise plan for brand-side organizations with 50k+ credits/year |
| Subscription | Annual | Agency plan for market research agencies with 20k+ credits/year |
Go-to-market motion2 records
Distribution channels4 records
Marketing channels10 records
Caplena product offering
Product offeringCore offering
Caplena is an AI-powered B2B SaaS platform that analyzes open-ended customer and employee feedback at scale. It combines proprietary NLP and machine learning with large language models to automate topic detection, sentiment analysis, MECE codebook generation, and data enrichment across 100+ languages. The platform also offers an agentic AI assistant (Insight Agent) for conversational querying of Voice of Customer data and integrates with survey platforms, review sites, and BI tools.
Product overview
Caplena is a B2B SaaS platform providing AI-powered customer feedback intelligence. The platform operates as a unified system combining a core text analysis engine with specialized solution modules. The core Caplena Platform integrates AI Text Analysis, Insight Agent (autonomous AI), and Data Management with Smart Columns. Solution-specific modules include Survey Analysis, CX Feedback Analysis, EX Feedback Analysis, Online Review Analysis, and Caplena for Agencies - each tailored to different use cases and customer segments. Pricing is organized into three tiers: Team (small teams, 50k credits/year), Enterprise (large organizations, 50k+ credits/year), and Agency (market research firms, 20k+ credits/year). The platform processes text data in 100+ languages and offers integration with major survey platforms, review sites, and BI tools.
Differentiator
Problem solved
Functional benefit
Products and services
- Caplena Platform The core AI-powered customer feedback intelligence platform that combines text analysis, quantitative analysis, and agentic insights in a unified workspace, transforming customer feedback from surveys, online reviews, and NPS trackers into actionable insights for CX, EX, and research teams.
- AI Text Analysis AI-powered text analytics module that automates topic detection, topic assignment/coding, and sentiment analysis with human-level quality. Includes topic modeling, MECE codebook creation, and AI quality scores (F1) for transparency across 100+ languages.
- Insight Agent Agentic AI chatbot for customer feedback that answers Voice of Customer questions in plain language, monitors data autonomously, runs statistical analysis, and delivers findings to team workflows via Slack, Teams, Copilot, ChatGPT, and MCP.
- Data Management and Smart Columns Data management and enrichment module featuring Smart Columns that use AI prompts, Jinja-based formulas, and entity extraction to transform, clean, anonymize PII, and enrich feedback data without data engineering effort.
- Survey Analysis AI survey analysis solution that transforms open-ended responses and quantitative variables into actionable insights across ad-hoc, tracking, and transactional surveys, with automated MECE codebook creation and cross-tabulation.
- CX Feedback Analysis Customer experience feedback analysis solution that discovers the why behind NPS, CSAT, and star ratings, turns Voice of Customer feedback into precise insights, monitors trends, and detects emerging issues early.
- EX Feedback Analysis Employee experience feedback analysis solution that analyzes open-ended comments in 100+ languages, uncovering insights from eNPS, exit surveys, pulse surveys, and review sites such as Glassdoor and Kununu.
- Online Review Analysis Online review analysis solution that aggregates and analyzes reviews from Google, Amazon, App Stores, Trustpilot, and 200+ other review sites, including competitor benchmarking and real-time sentiment tracking with alerts.
- Caplena for Agencies AI text analytics solution specifically designed for market research agencies, enabling coding of text data at scale, multilingual analysis in 100+ languages, and faster delivery of high-value client deliverables with white-labeling support.
- Caplena REST API Programmatic API allowing developers to push data into Caplena in real time or bulk, export topic and sentiment assignments and Smart Columns, and run nightly BigQuery exports for data warehouse integration.
Quantifiable outcome
- 95% faster coding compared to manual methods
- +7 more outcomes
Companies that use Caplena
Customer profileNamed customers21 records
Segments5 records
Ideal customer profiles3 records
Caplena technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration29 records
AI capability6 records
Feature8 records
Caplena partnerships and signals
Strategic signalPartnerships
Eleven partnerships are on record, tiered core.
- QuestionProcoreQuestionPro and Caplena partnered to deliver DIY CX insights. The integration allows joint customers to seamlessly collect and analyze feedback using both platforms.
- QualtricscoreNative integration with Qualtrics survey platform for seamless data import and analysis of customer feedback within Caplena.
- MedalliacoreNative integration with Medallia experience management platform for automated feedback data analysis.
- SurveyMonkeycoreNative integration with SurveyMonkey for direct survey data analysis in Caplena.
- Power BIcoreIntegration with Microsoft Power BI for data visualization and BI tool connectivity, including nightly BigQuery export.
- TableaucoreIntegration with Tableau for data visualization and dashboard capabilities.
- TrustpilotcoreDirect integration with Trustpilot for automated review data import and analysis.
- AmazoncoreAmazon review platform integration for product review analysis and benchmarking.
- GlassdoorcoreGlassdoor integration for employee review analysis and employer brand monitoring.
- DeepLcoreDeepL translation integration for enhanced multilingual analysis beyond native language support.
- Google TranslatecoreGoogle Translate integration for additional language coverage and translation capabilities.
Scale indicators11 records
Recent moves6 records
Expansion highlights6 records
Caplena competitors and assessment
Company assessmentDirect peers
- Chattermill: Chattermill is a direct competitor offering AI-powered customer feedback analytics with topic detection and sentiment analysis for CX teams. Like Caplena, it targets enterprise CX/EX teams and uses AI to unify feedback across channels for actionable insights.
- Wonderflow: Wonderflow is a direct competitor offering AI-driven feedback analytics for brands, with a comparable focus on reviews, surveys, and customer/employee experience. Both companies compete for similar brand-side and market research agency customers in Europe.
- Thematic: Thematic is a direct peer providing AI-powered customer feedback analytics with topic discovery and sentiment analysis. It targets enterprise CX teams and analysts with similar use cases (NPS, CSAT, survey analysis) and comparable technology approach.
- Keatext: Keatext is an AI-based text analytics platform for CX, EX, and market research teams, offering similar sentiment and theme analysis capabilities. Both companies serve similar enterprise and agency customers analyzing open-ended survey responses.
- MonkeyLearn: MonkeyLearn is a no-code text analytics platform offering topic classification, sentiment analysis, and customizable NLP models. It serves a similar base of CX analysts, market researchers, and agencies with comparable functionality at varying price points.
Broad incumbents
- Medallia: Medallia is a leading enterprise experience management platform with broad VoC/VoE capabilities spanning surveys, text analytics, and digital experience. It is also a Caplena integration partner, positioning Caplena as a specialized analytical layer within Medallia's ecosystem.
- Qualtrics: Qualtrics is the dominant experience management platform offering survey, text, and predictive analytics at enterprise scale. As a native Caplena integration partner, Qualtrics represents both a distribution channel and a competitive incumbent embedding similar AI text analytics features.
- Sprinklr: Sprinklr is a unified customer experience management platform with AI-powered text analytics across social, survey, and customer service channels. It competes with Caplena for enterprise CX analytics budgets while offering broader marketing and care capabilities.
Emerging players
- Lumoa: Lumoa is a CX analytics platform that uses AI/NLP to transform customer feedback into insights, with similar focus on NPS analysis and customer experience prioritization. It is a smaller, Finland-based peer competing for European CX analytics customers.
- Canvs AI: Canvs AI is an AI-driven consumer insights platform specializing in open-ended survey response analysis with emotion and theme detection. It overlaps with Caplena in survey feedback analysis for consumer research and CX applications.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks5 records
Key highlights7 records
Customer concentration
Caplena social profiles
Digital presenceCaplena compliance and trust
Trust signalCompliance3 records
Caplena financial estimates
Financial estimateRevenue estimate
Valuation estimate
Caplena leadership team
Management profileNumber of profiles
Profiles2 records
Caplena funding detail
Funding detailFunding overview
Funding rounds5 records
Investors7 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Caplena M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Caplena
What does Caplena do?
Caplena is an AI-powered B2B SaaS platform that analyzes open-ended customer and employee feedback at scale. It combines proprietary NLP and machine learning with large language models to automate topic detection, sentiment analysis, MECE codebook generation, and data enrichment across 100+ languages. The platform also offers an agentic AI assistant (Insight Agent) for conversational querying of Voice of Customer data and integrates with survey platforms, review sites, and BI tools.
Is Caplena a public or private company?
Caplena is a private company. It is classified as venture growth investor backed and is currently operating.
When was Caplena founded?
Caplena was founded in 2018. It employs 11 to 50 people.
Where is Caplena based?
Caplena is headquartered in Zürich, Switzerland, in the Europe region.
How does Caplena make money?
Three revenue lines are on record. SaaS Subscription (Credits-based) is the primary driver. The others are professional Services and custom Review Site Integrations.
Who are Caplena's main competitors?
Direct peers on record are Chattermill, Wonderflow, Thematic, Keatext and MonkeyLearn. Broad incumbents are Medallia, Qualtrics and Sprinklr. Emerging players are Lumoa and Canvs AI.
Does Caplena have an API?
Yes. Caplena offers a REST API that allows users to programmatically push data in from any source, either in real time for live use cases or in bulk for offline workflows. JSON files are supported via the API. The API enables data ingestion, topic and sentiment assignments export, and column exports including Smart Columns. A nightly BigQuery export is available for transferring results to data warehouses. Developer documentation is at caplena.com/docs/developers/b41b5a3efb0a9-introduction.
What industry is Caplena in?
Caplena's product category is Customer Feedback Analytics Software. Its primary akta.pro industry code is BPAAABAN, Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations, with a secondary code of HDAAADAK, NLP Developer Tools & Evaluation (prompting, testing, benchmarks). Its NAICS code is 541910 and its SIC code is 7372.