Case Study: Joyn streamlines user feedback analysis with Caplena

Thanks to Caplena, Joyn understands its users' needs & pain points like few other companies do

Joyn, a German streaming platform, faced the challenge of manually analyzing over 800 weekly user feedback submissions, a process that was incredibly time-consuming and inefficient. Evaluating this high volume of verbatim feedback from in-app forms, app stores, and UX surveys was nearly a full-time job and outsourcing was not a viable option. To solve this, they turned to the vendor Caplena for its text analysis service.

By implementing Caplena, Joyn automated its analysis pipeline, connecting feedback sources to the platform via Zapier and then pushing the analyzed data into Tableau dashboards. This solution reduced the time spent on feedback processing from days to just a few hours per week. The vendor's tool provided real-time insights, enabling product teams to prioritize features like Chromecast support, which significantly increased user satisfaction and app-store ratings.

Joyn

Kilian Hughes

Director Research & Insights