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 ...


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28 Reviews of Pendo

Average User Ratings

Overall

4.49 / 5 stars

Ease-of-use

4.0

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(109)

109

4 stars

(74)

74

3 stars

(6)

6

2 stars

(1)

1

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 28 results

January 2019

User Profile Picture

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).

November 2020

Chris from Zellis

Company Size: 1,001-5,000 employees

Industry: Human Resources

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

November 2020

Great product

Very good. The team were highly attentive and supportive. Has been a really enjoyable project getting this set up and running with benefits almost immediately.

Pros

It is a significant investment, but so many benefits, it is worth it. The software is very easy to integrate with (for standard web apps) to start getting analytics immediately but you do need a role that focuses on this as their day job to drive the most value from it. The guides are easy to set up and flexible too with lots of templates to help get you started quickly. Having worked in product management for over 25 years the discovery of Pendo was a godsend! Wish had discovered it years before.

Cons

Works well for standard web apps. If your app doesn't change URL for each page you visit then there may be issues tracking at volume. Not insurmountable but needs more time, thought.

Reasons for Choosing Pendo

Better interface, so easy to get up and running. Seemed to give us out of the box what we were looking for. Price - still more than we'd expected but competitive against others.

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.

June 2021

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

June 2021

A great solution I recommend for marketing teams

The overall experience has been very positive in helping with enhancing the consumer web experience and helping to provide a lot of useful data around the effectiveness of digital guides and resources as well as general content and landing pages built on our web content management platform. It has met our teams needs and has made a positive impact on how we analyze and view results of programs that are launched and delivered through the website.

Pros

I really like that Pendo has great out of the box API integrations that has been helpful for creating and publishing interactive digital guides and materials for our customers, which really enhances the digital content delivery experience and overall web experience.

Cons

The process of implementing advanced web analytics tracking and advanced heat map reporting had been initially challenging and time consuming for our team to figure out all of the intricacies and steps involved to set up a deploy from the get go.

April 2021

Corey from LexisNexis Risk Solutions

Company Size: 10,000+ employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

3.0

April 2021

Pending for tracking and surveys

Overall, it's been a solid product. We compared it to Adobe Web Analytics and found both to be useful, in different ways. The ability to create and execute surveys within a page is the best part of the software.

Pros

We use this software mainly for page tracking and survey implementation. It's intuitive and easy to use.

Cons

It's not as granular as I'd hoped it would be in its metrics. What it lacks in depth, it makes up for with style.