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 »



1,489 Customers Surveyed

12,053 Data Points Collected

122 Published TechFacts

11 Published Charts

96 Published Case Studies



Selected Research Highlights


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%

Pendo Customer Statistic

Convert trials more quickly with Pendo

After implementing Pendo, 75% of surveyed organizations saw a 5-10% improvement on their trial conversion rate.

75%

Pendo Case Study

Large Enterprise Security Products & Services Company

Introduction

This case study of a large enterprise security products & 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.

“Since implementing Pendo, our team has a much better understanding of how our platform is used.”

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

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
  • UX/Design
  • Data Science
  • Tools they are using in conjunction with Pendo:
    • CRM tool
    • A customer support platform
    • Knowledge center
  • Results

    The surveyed company achieved the following results with Pendo:

    • Features of Pendo they value the most when compared against competitive solutions:
      • Retroactive analytics
      • Targeted in-app guidance & messaging
      • Product usage analytics
    • How Pendo has impacted the way that their customers engage with their product:
      • Increased product/feature adoption
      • Improved in-app communication
      • Improved new feature functionality and adoption
      • Increased retention
    • Improvement realized in the following ways after implementing Pendo:
      • Customer $ARR/Long term value: 5-10%
      • Onboarding time & effort: 5-10%
      • Internal product data usage: greater than 50%

    Pendo Case Study

    Capium

    Introduction

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

    “Pendo has helped to unlock intelligence across functions and encouraged inter-departmental collaboration. It’s been easier to set and assess shared objectives and helped to quickly diagnose feature usage.”

    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
      • Converting trial users to paid
      • Enabling user insight and guidance through digital transformation efforts
    • Evaluated the following vendors before selecting Pendo:
      • AppCues
      • Google Analytics
      • Building their own in-house solution
      • Intercom

    Use Case

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

    • Values the following Pendo features when compared against competitive solutions:
      • Retroactive analytics
      • Targeted in-app guidance & messaging
      • Product usage analytics
    • Functions across their organization leverage the Pendo platform/data:
      • Product Management
      • Marketing
      • Customer Success
      • Sales
      • The Executive team
    • Rates the following support service as Best in Class:
      • The quick start onboarding with Pendo professional services

    Results

    The surveyed company achieved the following results with Pendo:

    • Experienced the following benefits since implementing Pendo:
      • Improved in-app communication
    • Their team has saved 0-5 hours/week since implementing Pendo.
    • Rates the improvements seen in the following areas after implementing Pendo:
      • Increased cross-sell and expansion activities: up to 5%
      • Increased product/feature adoption: up to 5%
      • Improved customer satisfaction & NPS score: up to 5%

    Pendo Customer Research

    Enterprise Survey: What tools do you integrate with Pendo?

    Salesforce
    73%
    Atlassian
    23%
    Tableau
    23%
    Invision
    14%
    Zendesk
    14%
    Segment
    9%
    Snowflake
    9%

    Pendo Customer Testimonial

    Pendo has allowed multiple teams across our Org to gain better and more in depth insights into the usage of our product by our customers. This has affected everything from Renewals/Retention to Product add-on decision by the Dev team.

    Spencer Brown, Customer Success Manager, Salesforce Maps



    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.

      Pendo Website