TechValidate Research on Pendo

19 Charts


Pendo Customer Research

After implementing Pendo, what percentage improvement did you see in the following areas of your business?

Greater than 50% 26 - 50% 11 - 25% 5 - 10% Up to 5%
Increase in usage of product data for internal decision making

31%

22%

22%

16%

9%

Increase in product/feature adoption

6%

16%

30%

28%

20%

Increase in customer retention

3%

7%

20%

33%

37%

Reduction in employee resource costs (customer support, engineering, etc.)

5%

9%

24%

33%

29%

Increase in cross-sell and expansion activities

8%

10%

19%

28%

35%

Improvement in delivery of customer communication at scale

30%

24%

19%

16%

11%

Increase in free to paid conversion rates

10%

7%

16%

26%

41%

Increase in speed of product innovation

5%

9%

19%

33%

34%

Pendo Customer Research

What was the payback period for your investment in Pendo?

Immediately
7%
1 - 3 Months
19%
3 - 6 Months
24%
6 - 9 Months
14%
9 - 12 Months
14%
12 - 18 Months
7%
18 - 24 Months
7%
> 24 Months
7%

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 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 Customer Research

Which business units in your organization use Pendo?

Product Management
88%
User Experience / Design
61%
Customer Success
60%
Marketing
38%
Product Operations
27%
Engineering / Dev
26%
Data Science
15%
Executive Team
14%
Sales
10%
Finance
2%

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%

Pendo Customer Research

What were the key outcomes was your organization was trying to achieve by implementing Pendo?

Improve in-app communication
70%
Accelerate time to value for your customers
52%
Decrease customer churn / increase retention
51%
Increase customer advocacy
32%
Reduce support tickets / calls and time to resolution
32%
Reduce overhead costs dedicated to onboarding
27%
Consolidate and organize disjointed product feedback channels
24%
Enable a smooth transition for legacy customers to adopt new digital platforms
18%

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 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%

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 Research

After implementing Pendo, what percentage improvement did you see in the following areas of your business?

Greater than 50% 26-50% 11-25% 5-10% Up to 5%
Increase cross-sell and expansion activities

8%

15%

20%

26%

31%

Increase in engineer productivity/reduce engineering resources

7%

8%

24%

27%

34%

Increase in usage of product data for internal decision making

23%

23%

27%

17%

10%

Increase in product/feature adoption

4%

18%

26%

25%

27%

Improved customer satisfaction & NPS score

7%

11%

26%

29%

27%

Reduction in support costs

2%

5%

16%

32%

45%

Pendo Customer Research

After implementing Pendo, what percentage improvement did you see in the following areas of your business?

Greater than 50% 26-50% 11-25% 5-10% Up to 5%

Increase cross-sell and expansion activities
Increase in engineer productivity/reduce engineering resources
Increase in usage of product data for internal decision making
Increase in product/feature adoption
Improved customer satisfaction & NPS score
Reduction in support costs

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 Research

94% of surveyed Customers use Pendo in conjunction with other tools.

What other tools are you using in conjunction with Pendo?
CRM tool
66%
Knowledge center
50%
Customer support platform
46%
Marketing automation
39%
Customer success management platform
30%
BI tool
29%
Data Lake/Warehouse
18%
Customer Advocacy tool
7%

Pendo Customer Research

70% of Pendo customers see ROI in the first 6-9 months

What was the payback period for your investment in Pendo?

1 - 3 months: 26%
3 - 6 months: 23%
6 - 9 months: 21%
9 - 12 months: 15%
12 - 18 months: 11%
18 - 24 months: 4%
> 24 months: 0%

Pendo Customer Research

Business Outcomes Driven by Pendo

After implementing Pendo, what percentage improvement did you see in the following areas?

Greater than 50% 26-50% 11-25% 5-10% Up to 5%
Reduction in customer churn

4%

9%

23%

28%

36%

Customer $ARR/Long term value

3%

7%

22%

34%

34%

Onboarding time & effort

7%

17%

21%

29%

26%

Trial conversion rate

13%

8%

33%

21%

25%

Internal product data usage

47%

19%

18%

13%

3%

Pendo Customer Research

Which functions within your organization leverage Pendo data and/or platform?

Product
94%
Customer Success
74%
UX/Design
57%
Marketing
40%
Engineering/Dev
33%
Sales
13%
Data Science
13%
Finance
4%

Pendo Customer Research

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

Targeted in-app guidance & messaging
76%
Product usage analytics
70%
Retroactive analytics
55%
NPS & Sentiment analytics
47%

Pendo Customer Research

How has Pendo impacted the way that your customers engage with your product?

Improved in-app communication
75%
Increased product/feature adoption
62%
Improved new feature functionality and adoption
49%
Created a more efficient onboarding experience
35%
Created a clear journey through our software
31%
Reduced the need for engineering resources
25%
Reduced support tickets
25%
Improved customer satisfaction and NPS scores
22%
Increased retention
20%
Drove conversions and upsell opportunities
13%
Enabled smooth transition for legacy customers to adopt new digital platforms
11%
Decreased time to value with our software
9%



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