TrustRadius
Pendo.io: Analytics for Anyone
https://www.trustradius.com/customer-experience-managementPendo.ioUnspecified8.985101
Ted Boren profile photo
February 20, 2019

Pendo.io: Analytics for Anyone

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Pendo.io

Pendo is being used for one of our newer products (where it was easier to work into the code), but not for our flagship product. It's used for analytics, occasional announcements, and invitations to participate in our NPS survey. We could/should be using it more.
  • I love that you can target specific tags and elements for analytics. It's pretty easy even if you don't understand HTML, and super easy if you do.
  • It's easy to set up specific filters and audience groups to slice and dice the data.
  • Pendo is very flexible... and sometimes that causes problems. For example, you can customize your guides and invitations with your own HTML, CSS, and JS, but the effects of doing this are not always obvious and sometimes break the experience without you being able to tell. I've had a support person even tell me that they recommend people NOT change the HTML or CSS for this reason... in which case the feature shouldn't be exposed to users.
  • It is harder to identify specific data about a user (role, permission level, etc.) than it ought to be. You can set up specific custom fields, but it's not easy and requires a bunch of coordination.
  • I'm not in the loop on ROI issues.
Pendo is much simpler than the competition:
  1. WalkMe seems to be very robust for guided walkthroughs, but the UI for both authors and visitors is clunky by comparison to Pendo.
  2. Google Analytics tracks anything and everything... but only if someone else has set it up properly. It's very difficult for someone without direct access to the code to start tracking anything, or to make sense of it once they do. Pendo is lightyears ahead in this regard.
Also Pendo has the very cool capability of allowing you to look backwards in time, and see analytics for the past--even if you hadn't yet set up the specific tags you want to track for that period in the past. (I believe you DO have to have Pendo already installed for that period, but you don't have to have specified everything in advance; you can do that later.)
Good for walkthroughs, guides, and analytics. OK for very simple surveys. Inappropriate for surveys with more than one or two questions, or which require more robust survey functionality.

Using Pendo.io

Generally very easy to pick it up and start using right away without a great deal of training.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Setting up analytics (tags)
  • Setting up filters and target audiences
  • Changing CSS, HTML, or JS can have unexpected results.