Pendo.io generates a lot of good data
April 08, 2025

Pendo.io generates a lot of good data

Tiago Ramalhete da Silva | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pendo.io

We use Pendo.io for a lot of different things: usage tracking, analytics, reporting, behavior analysis, bug/issue troubleshooting, in-product communications and interactions, data enrichment within other platforms/tools, etc. In our organization, Pendo is owned by the Product Analytics team of which I am part of. On top of the above list, we are also considering using Pendo for the collection and so on of user feedback via their Pendo Listen feature/capability along with the setup and configuration of larger outreach campaigns that may include out-of-product communication (via their Pendo Orchestrate feature/capability).

Pros

  • Pendo.io is easy to use out-of-the-box
  • Pendo.io keeps adding new features to complement its users' needs
  • Pendo.io generates a lot of good data that can be used even outside of its own platform for data enrichment in other tools/systems

Cons

  • 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.
Pendo.io is overall pretty easy to use out-of-the-box but it does have its issues with consistency and errors in terms of the loading of the designer, preview, and things like that when working with Pendo Guides, for example. Most of its usage is intuitive which is a good thing but it does sometimes have a lack of customization options for what it offers, particularly around reporting.
I have just very superficial experience with Google Analytics but I do believe that Pendo.io is a much much better tool in pretty much all aspects of it. It has a ton more features and capabilities and even for the capabilities where there is overlap, Pendo seems to come out ahead easily. There are aspects that Pendo could improve for sure such as what metadata it captures from the users; an example of this is screen resolution which Google Analytics captures but Pendo does not.

Do you think Pendo.io delivers good value for the price?

Yes

Are you happy with Pendo.io's feature set?

Yes

Did Pendo.io live up to sales and marketing promises?

Yes

Did implementation of Pendo.io go as expected?

Yes

Would you buy Pendo.io again?

Yes

Pendo.io does a great job at usage tracking and in-product communications. It is a reasonably stable platform/tool that can be relied on. It's great for setting up tracking, data generation, and behavior analysis. It doesn't do such a great job at having a lot of custom reporting options directly in the platform which means we normally tend to export data outside of Pendo for reporting that is more tailored to our needs.

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