About Pendo

Pendo is a product management solution that helps businesses in educational technology, healthcare and financial services streamline operations related to customer retention, user onboarding, product planning and more. It enables data analysts to track specific features and overall product usage across web and mobile applications.

Pendo allows team members to create and distribute surveys and polls to generate quantitative as well as qualitative insights into customer sentiments. The product roadmap module enables staff members to visualize product strategy and create plans based on multiple criteria, including features, timeline and segment. Additionally, it lets employees capture, prioritize and manage customer feature requests, facilitating product optimiz...


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Supported Operating System(s):

Web browser (OS agnostic)

146 Reviews of Pendo

Average User Ratings

Overall

4.43 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(77)

77

4 stars

(60)

60

3 stars

(6)

6

2 stars

(1)

1

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 146 results

January 2019

Massimo from BEE by MailUp Group

Verified Reviewer

Company Size: 11-50 employees

Industry: Internet

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

January 2019

Combines good product analytics with in-app guides and NPS tracking. And that's killer.

We now use it across several products in the MailUp Group (https://mailupgroup.com). For example, beyond using it for product analytics, we were able to stop using other applications for both in-app guides and NPS tracking, and we now use Pendo for that both in MailUp (https://www.mailup.com) and BEE Pro (https://beefree.io). It's certainly not inexpensive, but it gives the Product and Product Marketing teams tools that are crucial to their work. So, money well spent in my view.

Pros

What's unique and really useful about Pendo is that it combines product analytics, in-app guides & Net Promoter Score tracking, all under one roof. This allows you to show custom messages just to certain audiences (e.g. I see that some customers did not yet try feature ABC, so I show them a Guide to trigger adoption), and see NPS scores for different segments of users (e.g. what's the NPS for customers that never use feature ABC? What's the score for those that use feature ABC all the time?). That provides incredible insights.

Cons

First of all let me say that the company has come a long way. Pendo is growing a ton and it shows. They're constantly improving the platform, so we're confident that flaws will be corrected over time. That said, in our experience setting things up takes some time (and the concept of "Feature" is not immediately clear to newcomers: it actually means "UI element"), and until recently there were some annoying productivity issues (e.g. you could not quickly clone a segment, resulting in potentially lots of repeat tasks just to create two similar segment of users: now this has been resolved!). Improvements still need to be made for multi-language applications (e.g. different Guides for different users that speak different languages).

May 2019

Josh from Bandwidth

Verified Reviewer

Company Size: 201-500 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2019

Used at Multiple Companies / Highly Recommend

Pros

Pendo is a great tool. It is easy to use and helps executives start tracking the right metrics (instead of guessing at what is important). It also scales your support organization with automated onboarding and educational opportunities for users.

Cons

Sometimes the reports bug-out, but the support team is quick to respond. Additionally, there is no way to communicate with users OUTSIDE your application ecosystem (i.e. email). If a user isn't engaged with your software, you have to go into a different system in order to get re-engagement.

Reasons for Choosing Pendo

Pendo is all-around the better tool. It is easier to implement, focuses on metrics-first, and is a consolidated platform (competitors are a hodge-podge of solutions).

September 2020

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 12 months

Review Source: GetApp


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

September 2020

Good tracking, but you get what you set up

Outputs depend greatly on the familiarity of those setting up the page/feature tags and segments. It can be cleaned up later, but it's not a trivial effort to set up, and little happens automatically.

Pros

Tracking snippet is fast to install. For a SaaS solution, it starts logging events right away, regardless of whether a page or feature is tagged. This helps later, new tags retroactively apply based on logs.

Cons

Setup was very tedious, each page and feature needed to be tagged individually. Some features like app filters or groups didn't work for all of our solutions, leading to redundant naming conventions.

April 2017

Ike from Instructure

Company Size: 1,001-5,000 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

1.0

Customer support

2.0

Functionality

2.0

April 2017

Shop around

I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to deploy an NPS survey on our product we had some significant bugs. The first, we had a Opt Out list that some of our admins requested to be on (they didn't want to receive the survey). Pendo experienced a bug in which our survey in fact was seen by some of those accounts. This most recent time I've run across some significant bugs and pretty fundamental considerations in UI. Take for instance that Pendo provides no help in the UI to help guide you in whether you are actually selecting the right account to pool into a segment to target or exclude. You have to pretty much get the account character for character exact to how Pendo has in the system. When I try to export the list of accounts from Pendo, modify the list to remove or add accounts and reimport, Pendo fails on any accounts that have a comma in the title (like Company, LLC or Org, Inc.). Also our survey just decided to not appear out of the blue. Luckily I've jumped in to check our survey frequently and discovered this was the case. I can't be confident that when I deploy something to our end users that Pendo will behave appropriately. Consider another solution with better history and size.

Pros

The UI is modern and appealing

Cons

The software is inconsistent, buggy and unpredictable.

September 2020

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Functionality

4.0

September 2020

Useful Add-On For our Website

Great product layer to help give you objective details about the end user usage of your product.

Pros

We really love the usage data we get from Pendo. It helps to identify sore spots in our interface that may incite frustration from our clients, and is also equally useful in setting up reviews, announcements, and alerts.

Cons

It is a large program that will take some tinkering to become anywhere useful let alone proficient, but with such a large platform that is to be expected.