TechValidate Research on Pendo

These pages present data that TechValidate has sourced via direct research with verified customers and users of Pendo. TechValidate stands behind the authenticity of all published data. Learn more »



5,279 Customers Surveyed

44,139 Data Points Collected

192 Published TechFacts

21 Published Charts

109 Published Case Studies



Selected Research Highlights


Pendo Case Study

Conductor

Introduction

This case study of Conductor is based on a February 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

“Pendo has, and continues to provide a vital messaging and analytics platform for various teams in our organization. Dependence on engineering resources has dropped more than 95% for messaging needs. Analytics reporting has contributed to decisions around each initiative Conductor has committed to for its 2019 roadmap.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Key challenges their organization was trying to overcome by implementing Pendo:
    • A lack of product usage data
    • Understanding under-utilized product areas to deprecate
    • Improving feature adoption
    • Reducing the time and effort required to onboard new customers
    • Improving retention
    • Saving engineering resources

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Functions within their organization that leverage Pendo data and/or platform:
    • Product
    • Customer Success
    • Marketing
    • Engineering/Dev
    • UX/Design
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • Customer success management platform
    • Marketing automation
    • Knowledge center
    • BI tool
    • A data Lake/Warehouse

Results

The surveyed company achieved the following results with Pendo:

  • Features of Pendo they value the most when compared against competitive solutions:
    • Targeted in-app guidance & messaging
    • NPS & Sentiment analytics
  • How Pendo has impacted the way that their customers engage with their product:
    • Created a more efficient onboarding experience
    • Increased product/feature adoption
    • Improved customer satisfaction and NPS scores
    • Improved in-app communication
    • Improved new feature functionality and adoption
    • Drove conversions and upsell opportunities
    • Reduced the need for engineering resources
  • Improvement realized in the following ways after implementing Pendo:
    • Onboarding time & effort: 5-10%
    • Internal product data usage: greater than 50%

Pendo Feedback Customer Testimonial

We now have a place for our CSMs to follow the status of feedback requests. Before, we often heard that feedback would go ‘into the void,’ and they didn’t know where it was. CSMs were trying to do it themselves with spreadsheets, and now they don’t have to.

Josh Todd, Product Manager, TUNE

Pendo Customer Research

What benefits have you experienced since implementing Pendo?

Increased visibility of product usage data
74%
Optimized feature adoption
48%
An increase in qualitative metrics
42%
Improved user onboarding
36%
Improved product planning experience
25%
Reduced engineering resources
21%
Identify expansion opportunities more quickly
20%
Reduced support tickets
15%
Increased customer retention
12%
Faster trial conversions
3%

Pendo Case Study

Verizon Connect NZ

Introduction

This case study of Verizon Connect NZ is based on an October 2019 survey of Pendo customers by TechValidate, a 3rd-party research service.

Pendo has been a great analytical and UX tool that helps us investigate customer activity when dealing with issues. Next, we plan to roll out more campaigns and guides."

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Pendo:

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Feature adoption
    • Reducing support tickets
  • Evaluated the following vendor before selecting Pendo:
    • Mixpanel

Use Case

The key features and functionalities of Pendo that the surveyed company uses:

  • Values the following Pendo features when compared against competitive solutions:
    • Targeted in-app guidance & messaging
    • Easy to install
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • Customer Success
    • User Experience/Design
    • Engineering/Dev
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s professional implementation services

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Improved in-app communication
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: 5-10%
    • Increased usage of product data for internal decision making: 11-25%
    • Increased product/feature adoption: up to 5%

Pendo Customer Statistic

The majority of respondents were able to collect product ROI data 30% faster on average

Pendo Customer Research

What features of Pendo do you value the most when compared against competitive solutions?

Targeted in-app guidance & messaging
74%
Product usage analytics
70%
Retroactive analytics
59%
NPS & sentiment analytics
40%
Having a single integrated platform for product insights, guidance, & roadmapping
22%
Ability to track user experience across multiple applications
21%
Feedback capture & roadmap capabilities
11%


More to Explore



About Pendo

Pendo is a product cloud that provides user insight, user guidance and user communication for digital product teams. We help product teams deliver software users love.

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