Pendo Feedback is one of the most popular trademarks of Pendo.io, but is it really worth all the hype?
Pendo is a great digital adoption tool, and its Feedback module can cost you quite a bit.
Let’s see if Pendo Feedback is worth spending all that extra money on.
Without further ado, let’s dive in.
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What is Pendo, and how will it help you?
Pendo is a digital adoption solution created to optimize product experience through user onboarding, analytics, and in-app feedback.
Pendo can help you:
- Understand product analytics.
- Improve onboarding through in-app guidance (we talk about Pendo guides here).
- Collect and prioritize user feedback.
- Segment your customer base.
- Conduct product road mapping.
With these functionalities that Pendo offers, you’re likely to deliver a great user experience that will result in customer satisfaction.
What is Pendo Feedback?
Pendo Feedback is a feature in Pendo’s full suite that helps businesses collect, organize and prioritize product requests directly in-app.
This functionality wasn’t always available on the platform until Pendo acquired Receptive early in 2019 and rebranded it as Pendo Feedback (in May 2024, it became the Feedback module within Pendo Listen).
This feature is used for capturing and prioritizing customer feature requests at scale. It collects customer data through in-app forms, which they can fill and submit without ever leaving the platform, thus improving your chances of getting actionable insights.
Users can prioritize each request when they submit their inputs, showing the organization what features they need more urgently.
Pendo Feedback allows companies to listen to a customer’s voice, act on their requests, and improve customer experience over time.
Pendo Feedback vs Pendo Polls
Unlike Pendo Feedback which is used to collate, analyze and organize product requests, Pendo Polls are in-app microsurveys triggered for users during product tours.
Pendo Feedback is a standalone feature in the Pendo software.
Meanwhile, Polls are part of the Pendo Guides module and included under the Surveys & Polls feature. They can be added along with modals [lightboxes], banners, or tooltips.
Pendo Feedback collects feature requests with in-app forms, but Pendo Polls uses microsurveys in various formats, including:
- Multiple-choice questions
- Open text fields
- Polar questions
- Numeric scales [to derive NPS scores]
Can you collect customer satisfaction data with Pendo Feedback?
The short answer is no.
But why can’t a “feedback feature” measure user satisfaction? I’ll explain.
Pendo Feedback is purely for capturing and prioritizing feature requests. It doesn’t include any CSAT or NPS surveys. If you want to measure user sentiment, you’ll need to use Pendo Polls to run CSAT or NPS surveys in‑app.
Those surveys are available on the Free plan (up to 500 MAU), but they’ll carry Pendo branding until you upgrade to a paid tier to remove it.
Try Userpilot – A More Flexible and Intuitive Option for NPS Surveys!
Is Pendo Feedback included in the free plan?
Free users cannot access the Pendo Feedback module because it comes at a cost.
However, the enterprises that use Pendo products to track and analyze analytics will gladly pay for this tool because product feedback is crucial to the growth of any company.
Pendo Feedback pricing
The Feedback feature is only available on the higher-tier Pendo plans, with pricing customized based on factors like monthly active users (MAUs) and feature needs.
Numerous reviews suggest that Pendo pricing is quite expensive, particularly for smaller businesses.
A small-scale business cannot keep up with this pricing plan, so Pendo’s customer base mainly consists of large enterprises.
How to collect customer feedback with Pendo
Pendo Feedback provides an avenue for communication between users and companies.
When users submit product requests and assign priorities to their most urgent needs, the product team can start the integration or deployment of new solutions in the app.
What better way to show customers that their voice matters to your company? Here are three steps to start collecting user feedback with Pendo.
Allow users to submit feedback on demand
Pendo offers polls [also called microsurveys at Userpilot] through their guides, which collect user feedback and gauge sentiment at different points in the user journey.
Pendo Feedback feature, however, is designed to enable users to submit feedback on demand. This feature shows the product teams what users expect from the software and helps them map out strategies to meet customers’ needs.
Users can assign priorities to their requests
One of the tools present in the Pendo Feedback software is the ‘priority slider’.
Customers use it to rank all their submissions based on urgency or level of importance.
Given the capabilities of the priority slider, product teams can draw up visual roadmaps based on product feedback. They can then decide what requests to resolve immediately and which ones can be put on the back burner for a while.
Create roadmaps and share them
It’s not enough for companies to focus their effort on collecting product feedback. Keep the communication lines open so that customers can feel involved in your process.
Based on the product insights gained from user feedback, your product management team can create visual roadmaps directly in the Pendo suite.
Then go a step further to share the new product roadmaps with customers, showing how your company plans to deliver the solutions they need.
Is Pendo Feedback worth the money?
Allowing users to submit feedback in their own time is a nice feature, but there are numerous less expensive tools that can let you do just that.
More importantly, Pendo Feedback is all about submitting feature requests– this can only be partially categorized as feedback.
Full-scale customer feedback collection goes beyond product requests.
It includes in-app surveys, personal interviews, reviews, usability tests, etc. Also, think of the pressure on your product team.
If you’re unable to fulfill each request or at least establish an understanding with users, all you’ll have left are a bunch of feature requests and angry customers.
Customer feedback should be collected at different points in the user journey through:
- User sentiment surveys: NPS, CSAT, and CES.
- Feature feedback surveys: to understand what users like or dislike about the features in your app.
These surveys will give you all the data to adjust your roadmaps and make informed business decisions that elevate the customer experience.
However, if you must integrate the ‘Feature Request’ button in your software, you should get a less expensive tool.
How do companies use Pendo?
Pendo is a digital adoption platform first.
It drives activation through smart customer onboarding and in-app guides. Companies use Pendo to get product insights, measure user engagement, provide in-app guidance, and communicate with users across various touchpoints.
Through its features, enterprises use Pendo to guide customers to their ‘Aha! moment‘, and prevent them from churning along the line.
Pendo Feedback alternatives
While the Pendo software has shown great potential in delivering product analytics and targeted messaging, reviews indicate it falls short in some critical aspects.
So, let me show you two Pendo alternatives that can support feedback collection from the user base.
Userpilot – for collecting user sentiment and product feedback
Userpilot is a true digital adoption platform optimized for customer success because its features support in-app guidance and feedback collection.
In the Userpilot suite, you can launch microsurveys to collect user feedback.
Unlike Pendo where you’d have to pay extra to use the NPS (non-branded) feature, Userpilot gives you total access to NPS surveys and in-product guidance tools, no matter the plan you’re on.
All plans on Userpilot include all you need to study user behavior, improve user engagement and collect specific feedback.
In addition, the affordable pricing plan makes Userpilot the best Pendo alternative not just for enterprises but even for small businesses and freelancers.
Hotjar – for adding a feature request widget
Hotjar is a behavior analytics tool designed to help companies achieve customer success.
It provides product insights through heatmaps, recordings, and surveys. With these functionalities, product management teams can visualize user behavior and then adjust product roadmaps to reflect and meet users’ expectations.
With a Hotjar integration, you can add a feature request widget that allows users to submit feature suggestions on demand.
This widget will enable you to collect feedback without interrupting a user’s product experience.
Conclusion
Customers love great products, but there’s no one-size-fits-all adoption tool.
Pendo Feedback may not be suitable for companies with smaller budgets due to its high price and limited functionality. Userpilot, on the other hand, offers more value for money with its numerous feedback collecting capabilities.
Want to get started with in-app feedback collection? Get a Userpilot Demo and see how you can optimize product experience based on user insights.
Userpilot strives to provide accurate information to help businesses determine the best solution for their particular needs. Due to the dynamic nature of the industry, the features offered by Userpilot and others often change over time. The statements made in this article are accurate to the best of Userpilot’s knowledge as of its publication/most recent update on May 9, 2025.
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