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 »



2,373 Customers Surveyed

19,441 Data Points Collected

154 Published TechFacts

19 Published Charts

98 Published Case Studies



Selected Research Highlights


Pendo Case Study

Large Enterprise Professional Services Company

Introduction

This case study of a large enterprise professional services company is based on a February 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

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
    • Improving feature adoption
    • Reducing the time and effort required to onboard new customers
    • Improving retention

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
  • Engineering/Dev
  • UX/Design
  • Data Science
  • Tools they are using in conjunction with Pendo:
    • In house data
  • Results

    The surveyed company achieved the following results with Pendo:

    • Features of Pendo they value the most when compared against competitive solutions:
      • Retroactive analytics
      • Product usage analytics
    • How Pendo has impacted the way that their customers engage with their product:
      • Improved in-app communication
      • Help us to build features based on how customers use the product
    • Improvement realized in the following ways after implementing Pendo:
      • Internal product data usage: greater than 50%

    Pendo Case Study

    S&P 500 Electronics Company

    Introduction

    This case study of a S&P 500 electronics company is based on a February 2019 survey of Pendo customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

    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:
      • Improving feature adoption
      • Reducing the time and effort required to onboard new customers
      • Converting trial users to paid
      • Improving retention
      • Reducing support tickets

    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
      • Marketing
      • Support
    • Tools they are using in conjunction with Pendo:
      • 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
    • How Pendo has impacted the way that their customers engage with their product:
      • Increased product/feature adoption
      • Improved new feature functionality and adoption
      • Reduced support tickets
    • Improvement realized in the following ways after implementing Pendo:
      • Trial conversion rate: up to 5%
      • Internal product data usage: 11-25%

    Pendo Customer Fact

    Pendo for Health Care Tech

    A medium enterprise health care company increased engineer productivity/reduced engineering resources by 5-10% after implementing Pendo.

    Pendo Customer Statistic

    Since implementing Pendo, 100% of surveyed Health Care organizations confirmed that their team has saved 20+ hours/week on average.

    100%

    Pendo Customer Research

    Top Five Benefits

    What benefits have you experienced since implementing Pendo?

    Increased visibility of product usage data
    74%
    Optimized feature adoption
    49%
    An increase in qualitative metrics
    42%
    Improved user onboarding
    36%
    Improved product planning experience
    25%

    Pendo Feedback Customer Research

    What were the key challenges your organization was trying to overcome by implementing Pendo Feedback?

    We had no way to consolidate and organize disjointed feedback channels
    47%
    We had no seamless and automated way to communicate feature request progress to customers
    46%
    We lacked transparency in product innovation to internal and external audiences
    39%
    We were unable to prioritize product and feature builds based on data and found loudest/highest paying accounts often dictate roadmap
    38%
    We need feedback integrated into our broader tech stack
    35%
    We found manual aggregation and analysis of feedback to be costly and inefficient
    30%
    We found that product feedback and request tickets were overwhelming support and customer success teams
    30%


    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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