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 »



5,625 Customers Surveyed

47,538 Data Points Collected

192 Published TechFacts

21 Published Charts

109 Published Case Studies



Selected Research Highlights


Pendo Case Study

Construction: Procore

Introduction

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

“Pendo provides a new way for PMs to launch and onboard users for new features. The interface is very easy to use and you will see value from it in your product. Too good not to use.”

Challenges

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

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
  • Evaluated the following vendors before selecting Pendo:
    • WalkMe
    • Amplitude
    • Mixpanel

Use Case

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

  • Values the following Pendo feature when compared against competitive solutions:
    • Targeted in-app guidance & messaging
  • Functions across their organization leverage the Pendo platform/data:
    • Product Management
    • User Experience/Design
    • Engineering/Dev

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Reduced support tickets/calls and time to resolution
    • Reduced overhead costs dedicated to onboarding
    • Improved in-app communication
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased usage of product data for internal decision making: up to 5%
    • Increased product/feature adoption: 5-10%
    • Improved customer satisfaction & NPS score: up to 5%
    • Reduced support costs: 5-10%

Pendo Customer Research

What tools do you integrate with Pendo?

Salesforce
54%
Slack
31%
Zendesk
21%
Atlassian
9%
Tableau
6%
Segment
5%
Gainsight
3%
Microsoft
3%
Snowflake
3%
Invision
2%

Pendo Feedback Customer Statistic

Increase Team Productivity

63% of surveyed customers saw 11-25% increased team productivity by reducing manual feedback collection and aggregating activities after implementing Pendo Feedback.

63%

Pendo Case Study

Essity

Introduction

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

“Pendo has allowed us, for the first time as a CS organization, to understand and take action on the behavior of our users in a non-invasive and incredibly efficient way.”

Challenges

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

  • Implemented Pendo to overcome the following challenges:
    • User onboarding
    • Customer retention
    • Feature adoption
    • Account expansion
    • Reducing support tickets
    • A lack of product usage data
    • Needing to save engineering resources
    • Converting trial users to paid
    • Migrating users from one platform to a new digital platform
    • Enabling user insight and guidance through digital transformation efforts
  • Evaluated the following vendors before selecting Pendo:
    • Gainsight PX
    • AppCues
    • Google Analytics
    • Several

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
    • Customer Success
    • User Experience/Design
  • Rates the following support services as Best in Class:
    • Pendo’s customer support
    • Pendo’s customer success

Results

The surveyed company achieved the following results with Pendo:

  • Experienced the following benefits since implementing Pendo:
    • Reduced cost of sale
    • Accelerated time to value for their customers
    • Reduced overhead costs dedicated to onboarding
    • Improved in-app communication
    • Enabled a smooth transition for legacy customers to adopt new digital platforms
  • Their team has saved 0-5 hours/week since implementing Pendo.
  • Rates the improvements seen in the following areas after implementing Pendo:
    • Increased engineer productivity/reduced engineering resources: up to 5%
    • Increased usage of product data for internal decision making: > 50%
    • Increased product/feature adoption: 11-25%
    • Reduced support costs: 11-25%

Pendo Customer Statistic

2/3 of surveyed organizations saw a 5-10% increase in NPS score after implementing Pendo.

Pendo Feedback Customer Research

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

Ease of reporting
47%
Seamless integration with my existing Pendo product cloud
41%
Ability to give customers personalized visibility into their feedback requests
39%
Ability to understand latest request priority (priority sliders)
33%
Pendo Feedback has more robust integrations with other tools
18%
Ability to tie revenue impact to product development with ROI dashboard
13%


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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