Apklausa360 vs Synopticom: How Do These Customer Experience Platforms Differ?

Apklausa360 is designed so organisations can manage the entire ongoing feedback process themselves — from the Survey Editor, campaigns and entry points to organisational analytics, AI-powered comment analysis and data exchange with systems they already use.

Synopticom provides broader traditional market research infrastructure — including CATI, CAPI, respondent panels — as well as integrated case management.

So the more useful comparison is not simply which platform has more features, but how customer feedback needs to work inside your organisation every day.

On this page:

• How are the two platforms similar?
• What is the main difference?
• Survey creation and self-service
• Methodology and expert support
• Data collection channels
• Analytics and dashboards
• Open-ended feedback analysis
• The case management difference
• Integrations with business systems
• When is Apklausa360 the stronger choice?
• When should you choose Synopticom?
• How should you choose?
• Frequently asked questions

The two platforms overlap more than may be obvious at first glance.

Both:

• support not only one-off surveys, but ongoing customer experience programmes;
• support NPS, CSAT and other customer experience metrics;
• allow surveys to be built from scratch or from templates;
• support advanced survey logic, piping and question randomisation;
• support multilingual surveys;
• provide crosstab and segmentation capabilities;
• offer dashboards, reporting and user access controls;
• include functionality for analysing open-ended feedback;
• integrate with other business systems.

That means the decision between Apklausa360 and Synopticom is rarely determined by the question:

“Can the platform do this at all?”

A more useful question is:

“How will our team manage this process, what will we be able to do ourselves, and where should the feedback go once it has been collected?”

Synopticom covers a broad customer experience and market research landscape. Alongside Customer Experience Management and Voice of the Customer, the platform also supports Voice of the Employee, market research use cases, multiple respondent outreach methods and traditional research analytics. For an organisation that wants to combine customer experience programmes, CATI, CAPI, respondent panels and complex market research projects within one infrastructure, that is a meaningful advantage.

Apklausa360 has a different product focus.

Its goal is to let organisations build and manage an ongoing feedback system themselves — one that works alongside everyday business processes.

In practice, that means:

• the CX team creates the questionnaire and configures the logic itself;
• the team builds the campaign and generates the required entry points;
• the survey is triggered after a specific customer action or at a specific touchpoint;
• business context such as business unit, employee or order information travels with the response;
• the result appears immediately in the relevant dashboards;
• comments are analysed automatically;
• when action is required, a signal is sent to the CRM, helpdesk or another operational system.

This is the model of ongoing customer experience management, where the survey is only one component of the process — not a project with a beginning and an end, but a system that runs every day.

The Apklausa360 Survey Editor allows teams to build questionnaires independently, use templates, configure branching and other advanced logic, apply piping, randomise question order, create multilingual surveys and manage translations.

Synopticom publicly documents a similar core set of capabilities: creating surveys from scratch or from templates, branching, skipping, screening, piping, randomisation, multilingual surveys, multiple question types and respondent filtering.

Advanced questionnaire creation is therefore not the main differentiator. The Apklausa360 difference begins with the fact that self-service does not stop at the Survey Editor.

The same team that creates the questionnaire can also:

• build and launch campaigns;
• create and generate entry points;
• manage different respondent outreach scenarios;
• manage multilingual versions;
• analyse results;
• configure dashboards;
• manage users and permissions.

The business impact matters more than the feature list:

When a new business unit, touchpoint or campaign appears, the team does not need to launch a new project or wait for a vendor — the process can be expanded independently.

Day-to-day use follows a full self-service model. Expert support is available when the client needs it, rather than because the product cannot be used without it.

Self-service does not mean the organisation has to make every methodological decision alone.

When needed, the Apklausa360 team can help define what to measure and when, select the appropriate metric — NPS, CSAT, CES or another measure — decide what context should travel with each response, determine which analytical breakdowns will be useful and define what different organisational roles need to see.

This support complements the platform rather than replacing its self-service model. An organisation can start with expert assistance and later manage the day-to-day process itself — particularly valuable when the goal is not one questionnaire, but an entire measurement system.

Synopticom offers broader traditional market research infrastructure, including CATI, CAPI, respondent panels and multiple data import and collection methods. If an organisation needs dedicated telephone or fieldwork processes, or access to respondents beyond its own customer base, Synopticom has a clear advantage.

However, when the main feedback stream comes from your own customers and from digital or physical touchpoints, different criteria become more important: how easily the system can be managed every day, and how feedback is linked to business context. This is where Apklausa360 is strongest.

Respondents can be reached through public and unique links, QR codes, NFC, email campaigns, website-embedded surveys, JS SDK, scenarios triggered by other systems and integrated SMS. The client can create and manage these entry points and campaigns independently, so adding a new location or touchpoint does not become a new implementation project.

The same questionnaire can operate across many touchpoints because the system can receive business context together with the response:

• which location it came from;
• which business unit served the customer;
• which employee was involved in the interaction;
• which order was being evaluated;
• which customer segment the respondent belongs to;
• any other information already available in the business system.

As a result, one NPS or CSAT questionnaire can become an organisation-wide measurement system rather than dozens of separately managed surveys.

Apklausa360 does not provide CATI or CAPI research services. If interview data is collected by phone or face to face, the platform workspace can be used by the client or a third party to enter that data, but this does not replace dedicated CATI or CAPI infrastructure.

Synopticom has a strong traditional research analytics layer, including crosstabs, filtering, indices, correlations, benchmarking and other market research methods.

In an ongoing customer experience programme, however, the key question is often not how many statistical techniques are available to the analyst, but whether the right person in the organisation sees the right signal when it appears. That is the everyday use case Apklausa360 is designed around.

Results can be monitored in real time and analysed by business unit, employee, location, customer segment and time period. Segments can be compared with one another and analysed using crosstabs. Cross-analysis is not limited to preconfigured dimensions: different survey or data fields can be connected when there is a meaningful analytical relationship between them.

Users can access the platform through SSO, including Microsoft Entra ID, while platform activity is recorded in audit logs.

The practical benefit is simple: less manual report preparation and fewer separate Excel or PDF files being distributed across the organisation. Each person sees the view relevant to them when they need it.

When there are only a few comments, technology is barely necessary — someone can simply read them.

When there are thousands, the challenge changes. Then the organisation needs to answer not only:

“What did customers write?”

but also:

• which topics keep recurring?
• which issues are becoming more frequent?
• which topics have the most negative sentiment?
• is the situation changing?
• in which business unit is the issue most pronounced?
• is the overall metric stable while one specific problem is getting worse?

Synopticom also publicly documents automated text analysis and semi-automated coding of open-ended responses. Apklausa360’s differentiation is in how topic, sentiment and change signals are incorporated into ongoing organisational monitoring and dashboards — they are not isolated in a separate analysis layer, but appear alongside the results managers already use.

AI does not make decisions for people. Its role is to surface the signals that deserve attention from a large volume of feedback.

Synopticom includes dedicated individual customer case management. A negative response can become a separate case, be assigned to a responsible employee, include communication history and resolution outcomes, feed into case statistics and trigger alerts.

If an organisation wants the full closed-loop process to happen inside the customer experience platform itself, this is a genuine Synopticom advantage.

Apklausa360 does not include a built-in case management module. Instead, it follows an integration model: a specific response or triggered condition can be sent through API, webhook or real-time event to a CRM, helpdesk or another workflow system.

If the organisation already has a CRM or helpdesk, there is no need to duplicate case management in another system — Apklausa360 sends the signal to the place where the team already works, using the existing ownership, SLA, queue and escalation logic.

If no such system exists, or if the entire closed-loop process needs to remain inside a single platform, Synopticom’s model has a clear advantage.

Synopticom offers a broad enterprise integration layer covering CRM, ERP, databases and real-time data integrations.

Apklausa360’s integration layer includes API, webhooks, real-time events, JS SDK and respondent context. More important than the list itself is how these capabilities form an operational process:

A large part of this workflow — surveys, campaigns, entry points, analytics and dashboards — can be managed by the client directly, while API, webhooks and real-time events provide a standard foundation for connecting the process with other systems. In this model, Apklausa360 becomes the feedback layer between different organisational systems, rather than another isolated data repository.

Apklausa360 is particularly strong when the feedback process needs to run continuously and scale with the organisation. You can start with one NPS or CSAT programme and later add new business units, campaigns, touchpoints, dashboards and integrations within the same self-service environment.

You do not need a sophisticated customer experience programme from day one. Over time, the organisation may add more business units and languages, more campaigns and touchpoints, more users, custom dashboards, AI-powered comment analysis and integrations — as the process becomes more complex, the same platform can expand with the new requirements.

Apklausa360 is worth including on your shortlist if:

• you want to manage the entire survey process internally — from the Survey Editor to campaigns and entry points;
• you are building an ongoing customer or employee feedback programme;
• feedback comes from many different touchpoints;
• results need to be linked automatically to business unit, location, employee, order or other business context;
• different managers need different dashboards;
• you receive large volumes of open-ended comments and want to identify topics, sentiment and emerging issues automatically;
• feedback needs to integrate with an existing CRM, helpdesk or other systems;
• you want self-service technology with the option to involve expert support when needed.

If your challenge is no longer “How do we build a survey?” but “How do we make customer feedback work continuously across the organisation?”, this is where Apklausa360’s strengths become most relevant.

Synopticom’s strengths are clear:

• dedicated CATI workflows;
• online and offline CAPI;
• respondent panels;
• complex traditional market research and broad research analytics;
• integrated individual customer case management.

If these are your primary purchasing criteria, Synopticom may be the more suitable option.

Both platforms can support serious customer experience programmes, so the decision should be based on your operating model.

Synopticom — when you need broad market research infrastructure, CATI, CAPI, respondent panels and integrated case management in one system.

Apklausa360 — when you are choosing for the longer term and expect one NPS or CSAT programme to evolve into continuous feedback across multiple touchpoints, with Survey Editor, campaigns, entry points, organisational context, custom dashboards, AI-powered comment analysis and real-time integrations managed in one self-service environment.

The most important question is not “Which platform has more features?” A better question is: where do you want to manage the feedback process, who will use it, and what needs to happen after a response is received?

For a self-managed, ongoing feedback model, Apklausa360 should be one of the first options you evaluate.

If you are also considering other solutions, see the broader survey platform comparison.