Pendo Pricing, Features, Reviews & Alternatives

Pendo

Product usage & behavior data capture

4.5/5 (191 reviews)

Pendo overview

What is Pendo?

Pendo is a product experience platform for teams to capture product usage data and behavior, gather feedback, and influence behavior with in-app messaging. By providing users with the tools to analyze their customer usage, organizations can see which features drive engagement and target segmented groups, enhancing their customer experience.

The behavioral analytics tool allows users to extract and analyze data such as time spent on the app, drop off points and trends over time. Using this data, users can make changes based on results and create targeted material for specific user groups. In order to facilitate effective targeting, Pendo allows users to define custom user segments based on behavior in order to smart target with in-app guides and walkthroughs. Using Pendo’s templates, users can create and customize guides in the form of tooltips, banners and light boxes, highlighting feature updates or providing support.

In order to enhance the user experience Pendo provides users with the tools to deploy feedback polls and surveys, enabling businesses to bring together quantitative and qualitative data. Users can run feedback forms in-app and calculate net promoter scores (NPS) in order to understand where dissatisfaction stems from. Results are provided within the Pendo app in real time so that action can be taken as necessary.
www.pendo.io

Pricing

Pricing options
Free
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada

Supported languages

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Pendo screenshot: Customizable dashboard with overviews of usagePendo screenshot: View graphs and statistics based on app usagePendo screenshot: Follow user paths to understand the user journeyPendo screenshot: Create in-app guides with smart targetingPendo screenshot: Run stage tests of guides to understand effectivenessPendo screenshot: Ask and receive feedback from users within the appPendo screenshot: Integrate with SalesForce and sync data and contactsPendo screenshot: Access historical data automatically stored by PendoPendo screenshot: Create user segments to analyze particular user groups
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Pendo user reviews

Value for money
Features
Ease of use
Customer support
  4.3
  4.3
  4.0
  4.5
Massimo A.

Combines good product analytics with in-app guides and NPS tracking. And that's killer.

Used daily for 1-2 years
Reviewed 2019-01-05
Review Source: Capterra

We now use it across several products in the MailUp Group (https://mailupgroup.com). For example, beyond using it for product analytics, we were able to stop using other applications for both in-app guides and NPS tracking, and we now use Pendo for that both in MailUp (https://www.mailup.com) and BEE Pro (https://beefree.io). It's certainly not inexpensive, but it gives the Product and Product Marketing teams tools that are crucial to their work. So, money well spent in my view.

Pros
What's unique and really useful about Pendo is that it combines product analytics, in-app guides & Net Promoter Score tracking, all under one roof. This allows you to show custom messages just to certain audiences (e.g. I see that some customers did not yet try feature ABC, so I show them a Guide to trigger adoption), and see NPS scores for different segments of users (e.g. what's the NPS for customers that never use feature ABC? What's the score for those that use feature ABC all the time?). That provides incredible insights.

Cons
First of all let me say that the company has come a long way. Pendo is growing a ton and it shows. They're constantly improving the platform, so we're confident that flaws will be corrected over time. That said, in our experience setting things up takes some time (and the concept of "Feature" is not immediately clear to newcomers: it actually means "UI element"), and until recently there were some annoying productivity issues (e.g. you could not quickly clone a segment, resulting in potentially lots of repeat tasks just to create two similar segment of users: now this has been resolved!). Improvements still need to be made for multi-language applications (e.g. different Guides for different users that speak different languages).

Rating breakdown

Ease of use
Features

Likelihood to recommend: 9/10

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Chris W.

Great product

Used daily for 1-2 years
Reviewed 2020-11-09
Review Source: Capterra

Very good. The team were highly attentive and supportive. Has been a really enjoyable project getting this set up and running with benefits almost immediately.

Pros
It is a significant investment, but so many benefits, it is worth it. The software is very easy to integrate with (for standard web apps) to start getting analytics immediately but you do need a role that focuses on this as their day job to drive the most value from it. The guides are easy to set up and flexible too with lots of templates to help get you started quickly. Having worked in product management for over 25 years the discovery of Pendo was a godsend! Wish had discovered it years before.

Cons
Works well for standard web apps. If your app doesn't change URL for each page you visit then there may be issues tracking at volume. Not insurmountable but needs more time, thought.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Corey G.

Pending for tracking and surveys

Used daily for 6-12 months
Reviewed 2021-04-29
Review Source: Capterra

Overall, it's been a solid product. We compared it to Adobe Web Analytics and found both to be useful, in different ways. The ability to create and execute surveys within a page is the best part of the software.

Pros
We use this software mainly for page tracking and survey implementation. It's intuitive and easy to use.

Cons
It's not as granular as I'd hoped it would be in its metrics. What it lacks in depth, it makes up for with style.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Ike B.

Shop around

Used monthly for 6-12 months
Reviewed 2017-04-17
Review Source: Capterra

I've used Pendo a couple times over the period of roughly a year. Both of the time that we tried to deploy an NPS survey on our product we had some significant bugs. The first, we had a Opt Out list that some of our admins requested to be on (they didn't want to receive the survey). Pendo experienced a bug in which our survey in fact was seen by some of those accounts. This most recent time I've run across some significant bugs and pretty fundamental considerations in UI. Take for instance that Pendo provides no help in the UI to help guide you in whether you are actually selecting the right account to pool into a segment to target or exclude. You have to pretty much get the account character for character exact to how Pendo has in the system. When I try to export the list of accounts from Pendo, modify the list to remove or add accounts and reimport, Pendo fails on any accounts that have a comma in the title (like Company, LLC or Org, Inc.). Also our survey just decided to not appear out of the blue. Luckily I've jumped in to check our survey frequently and discovered this was the case. I can't be confident that when I deploy something to our end users that Pendo will behave appropriately. Consider another solution with better history and size.

Pros
The UI is modern and appealing

Cons
The software is inconsistent, buggy and unpredictable.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 1/10

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Anonymous

Powerful!

Used daily for less than 6 months
Reviewed 2021-02-09
Review Source: GetApp

I wasn't initially involved in setting this up, so I was super hesitate when the team said the NPS tool was going to change. I couldn't be happier - this is a powerful tool!

Pros
I use the NPS feature of Pendo daily. The rest of my team uses this tool for our onboarding. We recently moved from Delighted to Pendo and I couldn't be happier! Easy to see our NPS score change over a set period of time, as well as see users comments and score.

Cons
So I only use the one feature while my team makes full use of the rest of the tool. There are really no negatives other than it's overwhelming at first as there are so many useful features. Take time to learn so you can get the most from Pendo.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Pendo pricing

Pricing options
Free
View Pricing Plans

Free with up to 100 monthly active users. Includes community support, rich product analytics, targeted in-app guides, polls, NPS surveys and Pendo branding.

For greater than 100 monthly users contact Pendo for a custom pricing plan.

Pendo features

Activity Dashboard
Customizable Reports
Data Import/Export
Performance Metrics
Predictive Analytics
Real Time Analytics
Reporting & Statistics
Reporting/Analytics
Search/Filter
Visual Analytics

API (242 other apps)
Ad hoc Reporting (192 other apps)
Benchmarking (128 other apps)
Collaboration Tools (153 other apps)
Dashboard (214 other apps)
Dashboard Creation (127 other apps)
Data Connectors (179 other apps)
Data Visualization (291 other apps)
Key Performance Indicators (139 other apps)
Third Party Integrations (163 other apps)

Additional information for Pendo

Key features of Pendo

  • Churn management
  • Analytics
  • Absence management
  • Automatic backup
  • Communication management
  • Conversion tracking
  • CRM integration
  • Customizable reporting
  • Customizable templates
  • Data synchronization
  • Event tracking
  • Planning tools
  • Real time analytics
  • Real time data
  • Real time monitoring
  • Rich text editor
  • Security & encryption
  • Trend analysis
  • Visitor tracking
  • Activity dashboard
  • Customer segmentation
  • Feedback management
  • Visual analytics
  • Conversion optimization tools
  • Data import/export
  • Event triggered actions
  • Knowledge base
  • Surveys & feedback
  • User activity monitoring
  • Filtered views
  • Market segmentation
  • Graphical data presentation
  • Archiving & retention
  • Reporting & statistics
  • Customer activity reporting
  • Best practices repository
  • Monitoring
  • Preview functionality
  • Performance reports
  • Lead management
  • Engagement analytics
  • Behavior tracking
  • Customer experience management
  • Lead nurturing
  • Client management
View All Features

Benefits

Sync account and contact data with Pendo’s integration with Salesforce and push data to trigger offline actions and workflow. Pendo also integrates with Gainsight for KPI’s and Segment to simplify codebase.

Design custom funnels to follow user journeys through specific tasks, and witness how they complete them or where customers drop off, to better understand user behavior.

Blacklist users by host name, IP address, visitors and accounts so that usage from internal users does not affect data and analytics. Blacklisting is historical and instant so can be implemented or reversed at any time.

Access historical data any time via Pendo’s backup of customer activity from day one. Export this data in CSV or excel file with one click and access it through Pendo API or transfer to integrated apps.

Deploy stage testing on created guides with Pendo in order to gain analytics and decide which guides are the most effective and generate the most interaction. Guide analytics are displayed in graph format for ease of understanding.