Pendo.io vs. UserTesting

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Pendo.io
Score 8.5 out of 10
N/A
Pendo.io is a product engagement platform with features for in-app analytics, surveys and feedback, and guidance.N/A
UserTesting
Score 8.3 out of 10
N/A
UserTesting helps UX researchers, designers, product teams, and marketers gather actionable insights through research, testing, and feedback. With a network of real people ready to share their perspectives, UserTesting enables organizations to make customer-first decisions at scale.N/A
Pricing
Pendo.ioUserTesting
Editions & Modules
*Free
Free
Base
Contact sales team
Core
Contact sales team
Pulse
Contact sales team
Ultimate
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Pendo.ioUserTesting
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Pendo.ioUserTesting
Considered Both Products
Pendo.io
Chose Pendo.io
Pendo.io seems to be more commonly known and already integrated with other parts of our business, so that's why we've stuck with them as a vendor. It often takes a good chunk of work to set up product analytics tools, so there is a reason of current stickiness with the tool if …
UserTesting
Chose UserTesting
Userlytics is probably the best alternative to UserTesting. It has a large panel, a similar tool for creating tests, [but] their pricing model is much more favorable for our company. They don't charge per seat license, but only per test that you conduct. That would allow my …
Chose UserTesting
Prior to purchasing UT we were using a collection of pretty standard tools for recording (like WebEx) and MS Excel for notes and analysis. The UT platform is light years better than these alternatives from a tool perspective, as it's much easier to record/edit/share with the …
Best Alternatives
Pendo.ioUserTesting
Small Businesses
ChurnZero
ChurnZero
Score 9.0 out of 10
Smartlook
Smartlook
Score 8.4 out of 10
Medium-sized Companies
Whatfix
Whatfix
Score 8.5 out of 10
Optimal Workshop
Optimal Workshop
Score 9.2 out of 10
Enterprises
Whatfix
Whatfix
Score 8.5 out of 10
Optimal Workshop
Optimal Workshop
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Pendo.ioUserTesting
Likelihood to Recommend
8.3
(105 ratings)
8.3
(180 ratings)
Likelihood to Renew
9.0
(4 ratings)
5.3
(8 ratings)
Usability
7.8
(18 ratings)
8.1
(158 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
9.1
(1 ratings)
Support Rating
9.7
(4 ratings)
8.5
(158 ratings)
Online Training
9.1
(1 ratings)
-
(0 ratings)
Implementation Rating
9.0
(1 ratings)
4.8
(4 ratings)
Configurability
-
(0 ratings)
7.3
(1 ratings)
Product Scalability
-
(0 ratings)
7.3
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Pendo.ioUserTesting
Likelihood to Recommend
Pendo.io
I don't think Pendo.io will be able to 100% replace our onboarding workflow, but for our new users from existing customers, we are launching onboarding guides to help that segment of new users receive more on-demand, self-service training. It is a little tricky to still figure out segments based on our app's ability to have custom user roles, and it would be great to be able to create segments based on whether a user's page has a specific button appear rather than tracking their clicks, since that will inevitably leave some users out of the segment.
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UserTesting
UserTesting makes finding respondents super quick and easy. I'm always amazed at how quickly I can fully recruit for an unmoderated or moderated test and how fast contributors are to upload their videos. Contributors are also well-trained to answer a prompt in its entirety and always provide thoughtful answers.
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Pros
Pendo.io
  • Creating solutions that you actually need and want to use - no fluff.
  • Enabling you to adopt those solutions by providing resources and a community for continual learning and improvement.
  • Everyone at Pendo.io is a rockstar - A-List employees throughout the ranks who are all determined to help you succeed. I'm amazed at all the awesome people I've worked with at Pendo. In 5 years I've never had a less-than-stellar interaction with a Pendozer.
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UserTesting
  • Product Manager who follows up on your UserTesting usage and gives advice/support when you need it.
  • UserTesting University is a great platform to learn how to use UT and general information about research.
  • UserTesting can find participants quickly, so you won't need to wait long before you can start the analysis.
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Cons
Pendo.io
  • Pendo.io's Customer Support is sometimes lacking both in terms of response time and clarity/usefulness of the responses
  • Pendo.io's Customer API could use quite a bit of improvement, both in terms of what kind of functionality it allows but also in terms of the documentation available for it
  • Pendo.io's built in reporting and analysis building capabilities could be improved to allow more customization and options.
  • Pendo.io in-product communications (Pendo Guides) could be improved, particularly its out-of-the-box capabilities regarding customization of the interactions that they can "trigger" within the platform it is being used for and the types of "flow"/transitions it can support for walkthroughs. We use custom code (which Pendo Guides do support and that's nice) to make certain things work but it would be better to be able to do these things without it.
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UserTesting
  • A centralized platform to recommend products and use cases would be handy so that users can suggest what they could use more of.
  • Integration with newer payment methods and gift card services could expand the user base.
  • Some products are business-critical and thus require sophisticated testing. This service could be added.
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Likelihood to Renew
Pendo.io
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.
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UserTesting
I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
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Usability
Pendo.io
The design of their product is visually appealing, but I find their dashboard capabilities a tad too rudimentary. I also think their guide designs could benefit from ability to customize it a bit more and align to the look and feel of our brand.
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UserTesting
It can be difficult to organize our tests and go back and find information. I think the AI tools are helping and will help with this, but for now it is time consuming to sort through all of the tests and information and then synthesize it and share it with others. It just takes a lot of time.
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Reliability and Availability
Pendo.io
No answers on this topic
UserTesting
Never encountered any problems
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Performance
Pendo.io
No answers on this topic
UserTesting
Perfectly fine. Never had any problems.
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Support Rating
Pendo.io
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.
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UserTesting
I've used the "power hour," as I think it's called. This really helped me gain a greater understanding of my specific needs and wants from the platform. This excellent service points to the excellent relationship UserTesting provides its clients. I would recommend this service to any of my colleagues.
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Online Training
Pendo.io
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.
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UserTesting
No answers on this topic
Implementation Rating
Pendo.io
Use Segment to install and cut developers out of the work cycle!
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UserTesting
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
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Alternatives Considered
Pendo.io
Pendo.io doesn't try to fit every possible product management feature inside the application, rather it focuses on the user experience and analytics part. And they do that beautifully. Because they are focused on their strength so they are best in that, also their pricing is better than all the other competitors.
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UserTesting
The quality of the participants: they usually have good feedback and act like "professional" users. Which is good when we want a few insights in a short amount of time. Also, the interface is good. I miss having more features, like a good transcription tool like we have in Condens
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Scalability
Pendo.io
No answers on this topic
UserTesting
The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.
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Return on Investment
Pendo.io
  • It has saved us tons of money on marketing. Instead of having our team spend tons of money on advertising for new products and services, we are able to connect with our customers directly in the product, which essentially is free (aside from paying for Pendo).
  • It has saved us tons of time by not having to do big reach outs to current customers.
  • It has helped a ton with churn and onboarding. We can quickly figure out which of our customers are and aren't utilizing certain key components within our software.
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UserTesting
  • Increase in conversion rate of checkout completion following a redesign influenced by UserTesting through design iterations
  • Decrease in customer complaints regarding the checkout (-83%) following its redesign
  • Faster time to completion for AB Testing programme, and higher ROI as a result as tests had a higher chance of winning
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ScreenShots

UserTesting Screenshots

Screenshot of UserTesting's several solutions for gathering rich customer experience narratives.Screenshot of Interactive Path Flows
Built on recent research in data mining, the Interactive Path Flow aggregates interaction data across multiple participant sessions to visualize the customer journey, surface unexpected behaviors, and locate key moments in the customer journey.Screenshot of Keyword Mapping
Similar keywords are automatically grouped based on overall sentiment (positive, negative, or neutral) to identify themes. Highlight reels associated with each keyword are grouped together, to discover the why behind each sentiment.Screenshot of Video capture and live streaming
Digital and real-world customer experiences are recorded on desktop and mobile devices or live streamed for in-platform viewing.Screenshot of Audience targeting
Audiences are specified by screening contributors from UserTesting’s global network of contributors or connecting to any preferred network.