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Pendo Feedback

Pendo Feedback
Formerly Receptive


What is Pendo Feedback?

Pendo Feedback (formerly Receptive, acquired 2019) is a SaaS product management platform that allows users to collect product feedback and feature requests from customers as well as internal teams, and collaborate on the product roadmap.

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TrustRadius Insights

This product serves as a centralized platform for collecting feedback from both internal and external sources, providing users with a …
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What is Pendo Feedback?

Pendo Feedback (formerly Receptive, acquired 2019) is a SaaS product management platform that allows users to collect product feedback and feature requests from customers as well as internal teams, and collaborate on the product roadmap.

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Product Details

What is Pendo Feedback?

Pendo Feedback (formerly Receptive, acquired 2019) is a SaaS product management platform that allows users to collect product feedback and feature requests from customers as well as internal teams, and collaborate on the product roadmap.

Pendo Feedback Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

This product serves as a centralized platform for collecting feedback from both internal and external sources, providing users with a single source to refer to and easily locate feedback. Customers have praised the ability to switch to a different product management tool after finding the current one lacking in functionality. The direct communication feature has been highly valued by users, allowing them to understand customer preferences and prioritize product development accordingly. This has bridged the gap between teams' assumptions about customer needs and the actual requirements expressed by customers. Employees and customers alike have appreciated the collaborative approach fostered by this product, as it allows them to contribute feedback and actively participate in improving products. By incorporating suggestions from customers and employees, it organizes the product development process, helping users prioritize projects based on importance and visualize project difficulty. Users have also found value in the enhanced visibility offered by this tool, which provides insights into customer priorities, improves customer communication, engagement, and relationships. Furthermore, various departments within organizations have successfully used this product to solve the challenge of prioritizing feature development, reducing conflicts and improving decision-making. Enhancement ideas gathered directly from end-users are regularly reviewed and estimated by the product team, followed by a leadership team assessment to determine their inclusion in development cycles. Overall, this platform has proven to be a valuable tool for gathering feedback, prioritizing projects, and building better products based on customer needs and preferences.

Easy Integration and Navigation: Users appreciate that the product seamlessly integrates with Pendo, allowing for effortless embedding in customer environments and smooth navigation by employees. This integration eliminates the need for customers to search for ways to submit feedback and ensures that employees can access the tool without any hassle.

Effective User Feedback Tracking: Reviewers have praised the Pendo products, including Receptive, for their ability to effectively track user feedback. The search and predictive matching features are particularly commendable as they make it easy to find and analyze feedback.

Actionable Customer Feedback Collection: Users have highlighted the product's capability to collect and aggregate customer feedback in a way that is actionable. This functionality enables teams and customers to collaborate on improving existing features and adding new ones. It also helps keep the company organized and ensures proper management of thoughts and ideas surrounding development.

Inferior Feedback Functionality: Some users have found the feedback functionality in Pendo to be inferior, buggy, and limited in its capabilities. They have reported encountering issues with its performance and experiencing limitations in terms of features and functionality.

Lack of Support: Users have mentioned that it is difficult to obtain adequate support for Pendo's feedback feature. They have expressed frustration with the responsiveness and availability of support resources when encountering problems or needing assistance.

Limited Prioritization Tools: Users have expressed a need for more comprehensive tools within Pendo to effectively sort, label, filter, and rank features. They feel that the current prioritization tools are lacking in functionality and do not provide sufficient flexibility for them to prioritize what should be developed next based on their unique requirements and priorities.

Attribute Ratings


(1-4 of 4)
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Stephanie Hanson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
We use Pendo Feedback to collect enhancement requests directly from our users. My team reviews these on a regular basis and adds high-level estimates for effort. As a leadership team, we meet monthly to review all feedback requests and then determine what is going to be included in an upcoming development cycle. Not everything makes it in, of course, but this is a much better way to prioritize and expose requests that are coming through.
  • Easy collection of enhancement requests
  • Linking to Jira tickets for development priorities
  • Provides visibility for our customers into their priorities
  • Filtering in general is not easy
  • I would like to be able to create a leadership priority dashboard
  • I would like to know easily when something has been linked to Jira
If you are struggling with collecting and centralizing your enhancement requests, Pendo Feedback is a really great tool. It is front and center for your customers which allows them to feel heard and close feedback loops. It also allows our customer success team to refer back to what submissions have come from a particular account. With the SalesForce and ZenDesk integrations, we are able to have requests submitted within systems that our team uses on a daily basis and doesn't require them to log in to a separate system to capture these requests.
  • Able to tie costs to enhancement requests via Jira integration
When we've had issues with Pendo Feedback, we've been able to resolve them fairly quickly and efficiently.
Clinton Brady, MBA | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Pendo Feedback as a bridge for our customers/prospects to suggest features that our software may not have or may do differently. This software is used across many departments and it helps us solve the big question of what, why, and when for building features. The tug of war of prioritizing is reduced significantly from this solution.
  • Organizing data from users.
  • Customize questions and users.
  • Manage priorities for our customers easily (intuitive).
  • Do not charge per user (we almost cancelled over that).
  • Get rid of or make the assumption of time and money saved more realistic.
Very good for situations where you have a lot of customers and not a great way of ranking/reaching those customers with things they want and why.

Less appropriate for a fulfillment tool to be used as an ongoing communication (customers complain about getting notifications from mass comments on requests).
  • Helped us understand customer priorities.
  • Provided us a way to weigh the value of a feature.
  • Given us a way to touch hundreds of customers in one comment.
  • Customers start to think we work on very little based on the number of requests compared to the number of releases.
The community feature is included, so it saves us some money. The reporting is nonexistent and that makes it a deal-breaker for us.
I have not had a lot of contact with support, but when I do it's quick and accurate info.
Close, Zendesk, Slack
Elisabeth Hunt | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We use Pendo Feedback to gather enhancement ideas from our end users. Our support team directs any such ideas to Feedback, and we have a widget in our software that directs users there as well. Our product team - the product owners specifically - also use Feedback to help prioritize their work.
  • Allows end users to prioritize their requests - and shows them that prioritizing one de-prioritizes the others.
  • Provides decent reporting so I can see what users want filtered a variety of ways.
  • Has a great "director dashboard" I can use to show the CEO how much time it's saving us.
  • I wish I could customize exports; e.g. if I just want to export all items and the number of votes.
  • Managing my "team" users vs. end users is a little clunky.
This is a great tool for getting your end-users' enhancement ideas under control. It's self serve and the users figure it out very quickly. We are not integrating it with our other tools, so your product owners have to be proactive in connecting ideas captured in Feedback to work items (we use Jira, and just insert a link to the Feedback item into the Jira ticket.) The ability to mark an enhancement as "released" and instantly email all the users who were voting for it is great. I also love the ability to customize the emails that go to "subscribed" users when an enhancement idea's status changes.
  • We were managing these enhancements in our support ticketing system, using spreadsheets, and it was TERRIBLE. Being able to tell a user "Great idea! Submit it to Feedback!" has saved my support team hundreds of hours.
  • We have reduced incoming support requests when the request is really an enhancement - the ability to have a "Suggest Features" widget in our software sends users straight to Feedback.
  • Because we can make some fields required, we can cut down on the need to reach back out to our users for clarification.
The support team is great - responsive and helpful.
Score 10 out of 10
Vetted Review
Verified User
Our Customer Success and Product Management teams recently implemented Receptive with a couple of our SaaS products. Our two teams have been working in collaboration with Product Development to fully incorporate the solution, and it's gone very smoothly so far. Receptive has very much been effective in providing us the visibility we need to build a better product for our customers by telling us where their priorities lie. Not only that, but it's also assisted us in improving our customer communication and engagement, which in turn have improved our customer relationships.
  • Receptive organizes the masses of data on product feedback that we have into digestible, actionable items. We're able to manage a workflow in an orderly fashion and ensure that all of our information on what customers want is in one place. Receptive's Dashboard is a great place to land on without getting too overwhelmed at all the incoming requests from our customers - it shows us what items have been waiting the longest, the most valuable requests, the most popular requests, and more. The Dashboard alone has helped us focus on product feedback more strategically without getting sidetracked by the influx of data.
  • Receptive allows for thorough collaboration amongst our internal teams. Before we implemented it, it was sometimes a challenge to stay on the same page. Now we all have one central place to look; the activity timeline, team member tagging, and reports/metrics functionalities are all quick views into what our internal teams are doing, and we're able to easily update each other on statuses without adding to each others' email stockpiles.
  • Receptive's own customer success for their customers (us!) is top-notch. Our CSM Aly is a true advocate for our cause and needs within the solution. She's faithfully met with us every few weeks to check in on how we're doing, and gone extra steps to ensure that we're taken care of. They've made it very easy to be a customer of Receptive, and they've listened to our voice in our feedback for their solution, and we can clearly tell!
  • Receptive's user interface is generally very navigable and simple (and also looks nice)! However, we've come across a few navigation quirks that we believe could vastly be improved, particularly in their Browse column, where you can view all feature requests. We wish Receptive used webpage real estate a bit more efficiently - a lot of blank space and scrolling, as well as 'next page' clicking is necessary to browse requests. It would help if there were some sort of a preview pane for the requests, and if the filters were all at the top.
  • A particular functionality that we've been asking for a long time from Receptive isn't there yet: customizable feature statuses (such as Under Review, Planned, Building, Released, Declined, etc.). It looks like it has been highly requested in the past, and we're pretty sure many customers would benefit from it and love Receptive even more. We're really hoping Receptive will release it soon.
Receptive is very effective for multiple internal teams/department of a single product who need to scale their product feedback management effectively. We've been leveraging it for one of our products and it was so successful, that we implemented it with a second product. The main issue we ran into situationally with that was managing 2+ modules (products) in Receptive; it was a bit more difficult to present Receptive to two different customer bases/users (we couldn't change the appearance) and slightly confusing to do within the app (lots of filtering needed). I have heard that support of multiple modules is something that Receptive will likely be working on in the near future, so that's good news.
  • Receptive has improved our interaction with customers / engagement, which has helped us to maintain customer relationships better.
  • Receptive has decreased the time spent in trying to organize and manage incoming product feedback data by allowing us to automate the process.
  • Receptive has helped us strategically to determine where to go in building a better product for our customers - one that they love to use and know that they're valued by.
We had UserVoice prior to Receptive but it was just too clunky and extensive for our needs. It was less about automation and still very manual work to process feedback. It also didn't provide collaboration levels that we needed for our internal teams to work together. ProdPad was a very clean tool but also didn't enable us to automate the process like Receptive does.
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