Is Pendo Feedback Worth The Money? [+Better Alternatives]

Is Pendo Feedback Worth The Money? [+Better Alternatives]

Pendo Feedback is one of the most popular trademarks of pendo.io inc. 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.

TL;DR

  • Pendo is a platform that helps enterprises improve user onboarding and get in-app analytics and customer feedback.
  • Businesses use Pendo Feedback to collect and prioritize product requests.
  • Pendo Feedback focuses on feature requests, while Pendo Polls are microsurveys triggered during product tours.
  • You can’t measure user satisfaction with Pendo Feedback.
  • The Pendo Feedback module isn’t available for free users.
  • Pendo’s yearly pricing can cost as high as $15K for the Pro plan and $50K on the Enterprise plan.
  • Pendo users submit feedback on demand and then use priority sliders to rank their submissions in order of importance.
  • Despite its high cost, Pendo Feedback cannot collect user satisfaction data.
  • Organizations use Pendo to derive product analytics and launch targeted in-app guides.
  • The best Pendo alternatives in terms of pricing and use cases are Userpilot and Hotjar.

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 and
  • 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.

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 in-app feedback form
Pendo feedback feature form

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, the Polls are part of the Pendo Engage module and are included in the ‘in-app guides’ feature.

These polls can be added along modals [lightboxes], banners or tooltips.

Pendo Feedback collects feature requests with in-app forms, but Pendo Polls uses micro surveys in various formats, including:

  • multiple-choice questions
  • open text fields
  • polar questions
  • and numeric scales [to derive NPS scores]
various layouts for Pendo Polls
Pendo guides

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.

Customer satisfaction and user sentiment data are collected through CSAT and NPS surveys. Neither of these functionalities is included in the Pendo Feedback feature.

Like Pendo Feedback, NPS is a premium feature in the Pendo product.

If you must access user satisfaction data in Pendo, you can either pay for the premium NPS feature or use Pendo Polls.

One of the polls’ capabilities is to potentially track user sentiment through microsurveys [using the numeric scale]. You can use it to derive your NPS and CSAT score, but this feature was not initially meant for this purpose.

Pendo's premium NPS feature
NPS and Feedback in Pendo require an upgrade

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
Free users cannot access the Pendo Feedback module

Pendo Feedback pricing

Pendo Feedback is only available on the Pendo Pro and Enterprise plans.

The prices for each plan are not published on the website, but you can get a quote on request.

However, numerous reviews suggest that Pendo pricing is quite expensive. It could go as high as $15K for Pro or $50K per year for the Enterprise plan.

A small-scale business cannot keep up with this pricing plan, so Pendo’s customer base mainly consists of large enterprises.

Pendo Feedback module pricing
Pendo pricing

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 lay on the back burner for a while.

Pendo Feedback priorities
Users can assign priorities to their requests

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 gotten 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 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.

Creating a microsurvey with Userpilot
The process of building a micro survey with Userpilot

Unlike Pendo where you’d have to pay extra to use the NPS feature, Userpilot gives you total access to NPS surveys and in-product guidance tools— no matter the plan you’re on.

NPS survey feature in Userpilot
Companies can measure customer loyalty with the NPS feature in Userpilot

All plans on Userpilot include all you need to study user behavior, improve user engagement and collect specific feedback through contextual micro surveys.

In addition, the affordable pricing plan makes Userpilot the best Pendo alternative not just for enterprises but even for small businesses and freelancers.

Userpilot pricing plan
Userpilot’s pricing plan is designed to accommodate companies of all sizes

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.

Hotjar feedback widget at the far right end of the screen
Hotjar feedback widget at the far right end of the screen

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.

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