What users are saying about
134 Ratings
69 Ratings
134 Ratings
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Score 8.5 out of 100
69 Ratings
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Score 7.7 out of 100

Attribute Ratings

  • Pendo.io is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
  • UserZoom is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

9.1

Pendo.io

91%
75 Ratings
7.9

UserZoom

79%
11 Ratings

Likelihood to Renew

9.1

Pendo.io

91%
2 Ratings
10.0

UserZoom

100%
1 Rating

Usability

10.0

Pendo.io

100%
4 Ratings
8.0

UserZoom

80%
1 Rating

Support Rating

9.2

Pendo.io

92%
7 Ratings
9.0

UserZoom

90%
3 Ratings

Online Training

9.1

Pendo.io

91%
1 Rating

UserZoom

N/A
0 Ratings

Implementation Rating

9.0

Pendo.io

90%
2 Ratings

UserZoom

N/A
0 Ratings

Likelihood to Recommend

Pendo.io

[Pendo.io] is great to get insights on where and how users use your site. [Pendo.io] is great because it's easy to use and is always tracking everything, even if you haven't tagged something specifically. If you are trying to do step by step guides for training on how to use a site, I have used more robust tools for that. It also doesn't record user sessions like others, if you're wanting to actually watch a recording of someone using your site.
Myles Pickett | TrustRadius Reviewer

UserZoom

UserZoom is well suited for usability testing, I found specifically around test websites and marketing materials. I was able to invite others to participate and watch as well as screen share so that it was an interactive session. Other tools I have used have been a little better with the video output and transcripts of each session so that we could capture notes quickly, but overall it was a good tool to use to test.
Anonymous | TrustRadius Reviewer

Pros

Pendo.io

  • Pendo.io is very user-friendly, designed for users (like me) without a technology background, to easily set up and navigate the tool.
  • In-app guides and walk thru's are very easy to set up and customize.
  • Customized Dashboards are excellent for our different teams, they can focus on exactly what they need, and adjust their dashboard widgets easily as needed.
  • NPS tool basically runs itself.
  • Pendo.io staff is always helpful and available to answer questions. They are always willing listeners when we have suggestions or a unique problem to solve.
  • Pendo.io Slack channel is very helpful! lots of sharing of best practices between all kinds of Pendo.io users.
Jennifer Gray | TrustRadius Reviewer

UserZoom

  • Quantitative testing can be done on the cheap compared to other quant tools or vendors... once you buy the license, you only pay for additional recruiting and you are managing the project, so there isn't the high cost of having other vendors doing the project management or running a survey etc.
  • Farily robust means of tracking and recording data. I also relied heavily on the excel spreadsheet of all the raw data, which you can have UZ customize for you to get what you need.
  • Great support system from the UserZoom team - they have researchers who can help with coding and also provide research support for a very good price.
  • Also they have tree testing, card sorting, survey capabilities (in addition to usability testing)... and mobile testing. and they seem to be continously be developing the tool to support additional methods.
Anonymous | TrustRadius Reviewer

Cons

Pendo.io

  • As they are continuing to grow, and working to get users to the new Visual Design Studio, I think the biggest overhaul is to Guides specific to the What's New portion, and making this available sooner than later in the new Visual Design Studio will make transitioning easy, and make it stickier in orgs.
  • Improved workflow in the designers, whether Classic Designer or Visual Design Studio, I don't always want to edit the default components of the item I am creating, but I have to click Apply to escape it.
  • A little more clarity around use cases - when I took on my role currently, I was tasked with taking over Pendo.io management. Having used it in my previous role was helpful, but I still had plenty of questions from a backend administration and implementation stance, but I was more directed to hobble along. I've made great strides, and the Pendo.io Slack channels and user community are quite helpful.
Jeremy Robinson | TrustRadius Reviewer

UserZoom

  • Compared with some other tools, because their video conferencing platform is web-based (vs. using Zoom, which has a desktop app), I find the connection buffers a lot and it's kind of annoying
  • Their screening tool on the UserZoom side (not Go) is clunky. Just let me select May, Must, or Should not for criteria rather than the weird interface design they have now.
  • Logic panel is a little confusing, sometimes I do a double-take, sometimes it's wonky and resets itself. It's just not as easy to use as it could be.
  • They haven't integrated UserZoom and UserZoom Go (formerly Validately)
  • It's expensive!
  • We signed up for a high sample size license with unlimited tests, but we're finding their panel doesn't fill as fast as their biggest competitor, UserTesting. We've struggled to fill n=100 sample tests with fairly general criteria.
  • A lot of their licenses only allow limited concurrent studies, whereas UserTesting had unlimited tests that you could launch at a time. It's slowed us down.
Anonymous | TrustRadius Reviewer

Pricing Details

Pendo.io

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$0

Pendo.io Editions & Modules

Edition
FreeFree
TeamContact sales team
ProContact sales team
EnterpriseContact sales team
  1. none
Additional Pricing Details

UserZoom

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

UserZoom Editions & Modules

Additional Pricing Details

Likelihood to Renew

Pendo.io

Pendo.io 9.1
Based on 2 answers
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.
Jennifer Gray | TrustRadius Reviewer

UserZoom

UserZoom 10.0
Based on 1 answer
I'm actually trying to get a license for my current job at my current company (recently moved to a new company). I gave it this rating because I am about to go to our executive to ask that we purchase it! I know that there will be value because we are forecasting a high volume of research next year
Anonymous | TrustRadius Reviewer

Usability

Pendo.io

Pendo.io 10.0
Based on 4 answers
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
Aaron Beaty | TrustRadius Reviewer

UserZoom

UserZoom 8.0
Based on 1 answer
Overall, it was fairly easy to use. Especially if you are familiar with this type of product. We were able to use it for testing pretty much right after we got it (same day) and didn't have many issues figuring out how to invite, test, and share which was great.
Anonymous | TrustRadius Reviewer

Support Rating

Pendo.io

Pendo.io 9.2
Based on 7 answers
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.
Anonymous | TrustRadius Reviewer

UserZoom

UserZoom 9.0
Based on 3 answers
From my experience, the UserZoom team has really done a great job answering the limited questions we have given them thus far. I think the platform is popular enough that many of my questions have been answered by their help pages - or other online content with helpful tips and tricks. I think the community has done a nice job of providing end-user tutorials for those who are new to the platform.
Joshua Melder | TrustRadius Reviewer

Online Training

Pendo.io

Pendo.io 9.1
Based on 1 answer
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.
Emily Hardin | TrustRadius Reviewer

UserZoom

No score
No answers yet
No answers on this topic

Implementation Rating

Pendo.io

Pendo.io 9.0
Based on 2 answers
Use Segment to install and cut developers out of the work cycle!
Anonymous | TrustRadius Reviewer

UserZoom

No score
No answers yet
No answers on this topic

Alternatives Considered

Pendo.io

Pendo.io far and away blows Totango out of the water. While Totango offers in depth usage tracking, it is far behind the experience Pendo provides. Pendo.io is more flexible in what it can track (customizable), offers a far better end user UI/experience, and provides additional features that Totango does not offer (Guides, NPS tracking, etc.). Even Pendo's customer service is better than Totango's. The only place where Totango might have an edge on Pendo.io is in their reporting structure/functionality, which I outlined earlier.
Anonymous | TrustRadius Reviewer

UserZoom

Most comparative products that we've used/seen are in-house developed tools, data scientist-based research with a few other tools used in the process such as Validately. UserZoom is a nearly perfect tool as results are real-time, authentic and can capture real-experience results at scale. The increase in pricing came when so few purpose-built alternatives followed suit.
Jackie Bassett | TrustRadius Reviewer

Return on Investment

Pendo.io

  • 95% reduction in required dev resources, freeing them up for more product development
  • Roughly a 400% increase in effective customer messaging from 2017 (31 guides) to 2018 (currently, 141 guides), spurring all kinds of engagement from more feature usage & discovery to education & in-app training.
  • 100% of all new features and feature updates are now substantiated by quantitative and qualitative data, in-part sourced from Pendo.
Jonathan Slavuter | TrustRadius Reviewer

UserZoom

  • Overall the ROI has been fairly useful. The price for the tool itself on occasional use cuts into our profit margin, and as I mentioned previously it's difficult to predict how much UserZoom will charge for a given project.
  • On a positive note, UserZoom allows us to run projects that we wouldn't be able to on any other tool. We have landed projects with new clients that wouldn't be possible without UserZoom, so that helps drive future business in other areas.
  • On the negative side, the fact that UserZoom also provides consulting research services means we can sometimes be in direct competition with them over clients, which allows them to beat our pricing since they own the tool. All's fair in love and war, but it is a tricky situation.
Anonymous | TrustRadius Reviewer

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