Likelihood to Recommend Pendo is very well suited for startups and mid size product companies who are looking for -
Help in user experience building Measuring the impact of a feature on the requirement phase itself Advanced analytics to get a sense of how the product is working Insights about necessary changes that are required to make the product better Read full review Satmetrix is best suited if you don't currently use
Salesforce . A lot of its main selling points are negated by the virtue of having
Salesforce . Case management is in
Salesforce , reporting is in
Salesforce , the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as
GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
Read full review Pros Track usage across our platform (new and existing features) - where each customer clicks, how long they stay at certain areas within the software, etc. To promote new features. To train customers on how to use new features. To survey our customers within the software. Read full review Ease of use; SaaS solution, all web based - simple, straightforward and easy to use Multi lingual; we are able to use multiple languages for our surveys Reporting is very flexible; reports can be run for pretty much any data point that you can capture! Read full review Cons I find the reporting and analytics to be a little light. They could improve custom reporting capabilities. Would like to see the capabilities of the Pendo tagging tool built into the platform. (don't launch a separate product). I find the tagging tool does a much better job at selecting the components to be tagged than the platform does. Sometimes takes a while to refresh counts when adding a new tag. Read full review Implementation did not go as well as planned and there were problems. If you are running multiple surveys, slicing and dicing data is not that simple. Read full review Likelihood to Renew We have had an excellent experience with Pendo. When we've had questions or concerns, Pendo is very quick to respond and communicate with us. We have experienced top-notch customer support and customer engagement. We have actually modeled some of our implementation and product processes after Pendo's examples.
Read full review The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Read full review Usability Overall, Pendo provides a smooth interface, especially with the most recent update, and I couldn't imagine using or learning any other platform so product focused. From the moment I log into Pendo, I know where I'm going and what I'm looking for and I'm able to find that, through the interface, in as little time as possible. This helps keep me focused on doing other tasks at work so I'm not overburdened with hunting things down in the system
Read full review Support Rating They've been great anytime that we have needed help with something. They also have some really great help articles. We're able to figure most things out through their articles, but when we've had to call in they've been very helpful and we haven't had any problems. I'd highly recommend working with them.
Read full review Online Training The training schedule was well thought out and tailored to meet our needs. Chantelle stayed with us through the whole implementation and made sure that we were good to go.
Read full review Implementation Rating Use Segment to install and cut developers out of the work cycle!
Read full review Alternatives Considered WalkMe is an industry leader, but they charge an arm and a leg. Working with them you get a lot of support and CSM time, but is it really worth that price tag? Pendo.io was an easy choice for that simple reason.
Read full review I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
Read full review Return on Investment We have had an ROI in reduced support contacts. We have had increased NPS scores due to our ability to target messaging for the right reasons to the right audience members rather than blanket distribution of information. Delayed deployment in certain environments (being worked through) has led to a delay in one business area, but it is not public facing yet so we aren't heavily impacted by that yet. Read full review With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes. Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years. Read full review ScreenShots