Pendo.io vs UserZoom

• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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• 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.

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