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When someone sends you a link to a Caplena report, you’re not looking at a snapshot, the report is live, and there’s a lot you can do with it beyond scrolling. Here’s what to look for, section by section.

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Summary

At the top, you’ll find your headline numbers: total responses and overall score. It’s a quick gut-check before you dig into the detail below.
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NPS Score & NPS Over Time

The score shows up as a gauge, but the chart next to it is the one that matters more: NPS Over Time. A single number can hide a lot — in one real example, the score dips through the first half of the year before recovering, something the gauge alone would never show you.
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If you’re checking whether a fix actually worked, this is the chart to use, and the Date range control above it is what makes the comparison possible: instead of “all time,” you can isolate a specific window or set up a proper before-and-after view.

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Topics Overview

This treemap breaks every open-text comment into categories, sized by how often each one comes up, so the biggest blocks are simply your biggest conversation topics. Next to it, an AI-written summary saves you the reading: in this example, it notes that people appreciate the coverage and pricing plans, but keep raising fees and patchy service.
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Topic Sentiment

Same categories, but shown as a green-versus-red split, so you can see at a glance which topics people are mostly positive about and which ones are genuinely divisive. Customer service, for instance, often splits far more evenly than brand perception does, a signal that it’s a more polarizing topic, not just a negative one.
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You can also control how many topics the chart shows at once, for example, switch to “Top 10” instead of the default “Top 5 categories” if you want a broader view before narrowing in.

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Driver Analysis

This is the most important section, because it’s the one that connects what people are saying to what it’s actually doing to your score.
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Take “Overall perception,” under Brand Perception. Its impact per mention is -4.1, one of the worst scores on the table. But it’s also mentioned by 38% of respondents. Multiply those together, and you get a Net impact of 8.6, the single biggest drag on the whole score. Compare that to “Reliability,” under Network/Quality: a similarly negative-looking bar, but mentioned by only 13% of people, for a Net impact of 3.9, less than half the damage, despite looking almost as bad on its own. That’s the point of this table: a topic can look alarming in isolation, but if barely anyone’s saying it, it isn’t actually costing you much. The one worth fixing first isn’t the loudest complaint, it’s the one that’s both loud and everywhere. Right next to the table, an AI-generated suggestion turns the number into action: for “Overall perception,” it points directly to hidden fees and billing inaccuracies as the concrete driver behind that -4.1. So instead of a scary number, you get a starting point for what to actually fix. Views & Segments

Views, in the left sidebar, is just the saved layout for the report. A View is really a tailored version of the report: it can come pre-filtered, with its own segments already set, so you’re only looking at the slice of data someone else configured for you. Take this telecom NPS report, for example: it has two Views. Default View shows the overall numbers and leaves Segments open for you to set yourself — pick whichever subgroup you want to explore. By Mobile Carrier, on the other hand, comes pre-configured with T-Mobile, Verizon, and Sprint already selected as segments — so the moment you switch to it, every chart is already split out by carrier (NPS Segmented, NPS Over Time per carrier, Topics Overview per carrier), without you having to set anything up yourself. Segments, in the top bar, lets you slice the whole report by a subgroup — for example, “which mobile carrier are you using,” with AT&T, T-Mobile, and Verizon as options..

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Insight Agent

At the bottom of every section sits a chat bar — this is Insight Agent. Instead of manually filtering and cross-referencing everything above, you can simply type a question, like “what are T-Mobile customers saying about pricing?”, and get a direct answer grounded in the actual data.
Last modified on July 27, 2026