Pendo.io Reviews & Insights

Score9.4 out of 10

190 Reviews and Ratings

Overview

Synthesised from 14 reviews

Pendo.io is primarily utilized by product teams to gain deep insights into user behavior and deliver targeted in-app guidance, addressing challenges in product adoption, user engagement, and data-driven development. In TrustRadius reviews, 71% of users highlight its robust analytics capabilities, enabling a shift from opinion-based to data-backed product strategies. It helps teams understand user interaction, identify engagement levels, and define performance benchmarks across their customer base. Reviewers also appreciate its ability to collect retroactive data and offer customization for guides and reports. However, concerns frequently arise regarding the Guides UI and operational aspects, with some reviewers also noting issues with dashboard organization and general UI/UX. While Pendo.io generally delivers positive ROI through efficiency gains and improved user experience, quantifying the financial return can be challenging.

Pros

Robust analytics for data-driven product strategies
Effective in-app guides and messaging for user onboarding
Comprehensive collection and leverage of user behavior data
Ability to collect retroactive data for insights
Customization options for building guides and reports

Cons

Guides UI and operational aspects can be challenging
Dashboard and reporting features lack organization
General UI/UX can feel overwhelming or unintuitive
Complexity in tagging certain features, particularly on mobile

Why it matters:

A substantial portion of reviewers, 10 of 14, emphasize Pendo.io's strong capabilities in user behavior analytics, which allows them to make data-informed decisions and understand how customers interact with their products. The platform provides critical insights into user activity, feature adoption, and engagement levels through dashboards, paths, funnels, and workflows, helping organizations identify areas for product improvement and prevent churn. This data-driven approach is seen as crucial for product development and understanding the overall health of their offerings.

“Enables us to be product led, where we can rely on actual data rather than opinion. We use analytics, session replay, feedback and polls via Listen, as well as heatmaps, custom data reports and custom dashboards, resource center and guides.”

Why it matters:

Reviewers frequently commend Pendo.io for its effectiveness in delivering in-app guides and messages, citing its utility for enhancing user onboarding and communicating important updates. This functionality is widely used to announce new features, provide step-by-step user guidance, and disseminate critical information such as outage alerts, ultimately reducing the load on support teams by proactively addressing common user queries, as noted by 9 of 14 reviewers.

“We are investing heavily in in-app guides for onboarding new users and educting esisting users.”

Why it matters:

Pendo.io significantly contributes to time and cost savings by enabling product teams to reduce development time and optimize resource allocation. Reviewers frequently noted that the platform allows product management to create in-app guides and resource centers agilely, which can reduce the need for developer involvement and decrease support ticket volumes by proactively addressing user issues.

“Time savings for development, knowing which features and pages get used the most so we know where to put our dev resources”

What positive or negative impact (i.e. Return on Investment or ROI) has Pendo.io had on your overall business objectives?

From 14 reviews

Summary

Pendo.io generally demonstrates a positive impact on business objectives, primarily through efficiency gains and enhanced user experience, according to the reviews. A significant majority of reviewers, 8 out of 14, highlighted substantial time and cost savings. These savings are attributed to streamlined development processes, reduced support inquiries, and more efficient troubleshooting. Beyond operational efficiencies, Pendo.io also contributes to improved user engagement and satisfaction, a benefit noted by 5 of 14 reviewers, through targeted in-app guidance and better understanding of user behavior. Furthermore, direct revenue and business growth impacts, such as improved customer retention and identification of new revenue streams, were cited by 3 of 14 reviewers. While the overall sentiment regarding ROI is positive, 2 of 14 reviewers indicated that precisely quantifying the financial return on investment remains a challenge.

Top Quotes

Time and Cost Savings

“Time savings for development, knowing which features and pages get used the most so we know where to put our dev resources”

Increased User Engagement and Satisfaction

“Increasing user satisfaction with in-app guides and resource center”

Revenue and Business Impact

“Knowing what your client needs promotes great retention so it ups our ROI.”

Besides Pendo.io, what other software do you regularly use? How likely would you be to recommend it to a friend or colleague?

From 14 reviews

Summary

When asked about other software regularly used, reviewers frequently mentioned several tools, indicating a diverse tech stack alongside Pendo.io. Atlassian Jira was the most cited application, appearing in 3 of 14 reviews. This suggests its common integration into workflows where Pendo.io is also present. Other notable mentions included Gainsight CS and Salesforce CMS, each cited by 2 of 14 reviewers, highlighting their presence in customer success and content management functions, respectively. Atlassian Confluence was also mentioned by 2 of 14 reviewers, indicating its role in collaborative documentation. Across these frequently cited tools, reviewer sentiment was classified as mixed, suggesting varied experiences or opinions regarding their overall utility and performance within their workflows, though specific details on the nature of this mixed sentiment were not provided in the extracted quotes.

Top Quotes

Atlassian Jira

“Atlassian Jira”

Gainsight CS

“Gainsight CS”

Salesforce CMS

“Salesforce CMS”

Describe how you use Pendo.io in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 14 reviews

Summary

Organizations primarily leverage Pendo.io to gain deep insights into user behavior and to deliver targeted in-app guidance, addressing business problems related to product adoption, user engagement, and data-driven development. A significant majority of reviewers, 71% (10 of 14), highlight the platform's robust analytics capabilities, enabling them to move from opinion-based decisions to data-backed product strategies. This analytical foundation allows teams to understand user interaction, identify engagement levels, and define performance benchmarks across their customer base. Complementing analytics, 64% of reviewers (9 of 14) utilize Pendo.io for in-app guides and messaging, which facilitates new user onboarding, feature announcements, and critical communications. This combination helps reduce support inquiries by proactively guiding users and improving overall product experience. Furthermore, 29% of reviewers (4 of 14) also employ Pendo.io for gathering direct customer feedback and conducting surveys, enhancing their understanding of user preferences and opinions.

Top Quotes

In-app guides and messaging

“We are investing heavily in in-app guides for onboarding new users and educting esisting users.”

User behavior analytics and insights

Customer feedback and surveys

“We use analytics, session replay, feedback and polls via Listen, as well as heatmaps, custom data reports and custom dashboards, resource center and guides.”

Please provide some detailed examples of areas where Pendo.io has room for improvement.

From 14 reviews

Summary

Reviewers frequently identify several areas where Pendo.io could enhance its user experience and functionality. The most prominent concerns revolve around the Guides UI and its operational aspects, cited by 6 of 14 reviewers. This includes challenges with the guide builder's user-friendliness and occasional glitches in multi-step guides. Beyond guides, 4 of 14 reviewers expressed a desire for improvements in dashboard and reporting features, specifically regarding organization and widget management. A similar number of reviewers, 4 of 14, also pointed to general UI/UX improvements needed across the platform, noting that some interfaces can feel overwhelming or lack intuitive design. A smaller but distinct area for improvement, mentioned by 2 of 14 reviewers, concerns the complexity involved in tagging certain features, particularly within mobile applications. These observations collectively suggest a need for more streamlined interfaces and enhanced control over customization and content management features.

Top Quotes

Guides UI and Functionality

“Guides - work on more than one guide at a time.”

Dashboard and Reporting

“Listen - searchable dashboard for existing requests.”

UI/UX Improvements

“Their new home page is a little overwhelming.”

Please provide some detailed examples of things that Pendo.io does particularly well.

From 14 reviews

Summary

Pendo.io is frequently recognized by reviewers for its robust capabilities in enhancing user engagement and understanding product usage. A significant portion of the feedback, with half of reviewers (7 of 14) highlighting both its in-app guides and messaging features and its comprehensive analytics and reporting. These two areas often work in tandem, allowing users to not only deliver targeted in-app experiences but also to meticulously track their effectiveness. The platform's ability to collect and leverage user behavior data, noted by 5 of 14 reviewers, underpins these strengths, providing valuable insights into product adoption and usage patterns. Reviewers particularly appreciate the ability to collect retroactive data and uncover user insights, which informs strategic product development and user experience improvements. The customization options available for building guides and reports further contribute to its utility, enabling tailored solutions for diverse analytical and communication needs. This combination of user guidance, detailed analytics, and flexible data collection positions Pendo.io as a valuable tool for product teams focused on optimizing user journeys and product performance.

Top Quotes

In-app guides and messaging

“Guides & Resource Center - ability to create and deploy guides without the need ofr development.”

Analytics and reporting

“Analytics - ability to rebuild new analytics back to the snippet install date”

Data collection and insights

“Feedback, polls, surveys and NPS - quantative and qualative data is invaluable.”

Reviews

129 Reviews

Identify User Satisfaction Trends with Pendo

Rating: 10 out of 10

Incentivized

June 30, 2025

Use Cases and Deployment Scope

I use Pendo regularly to read and respond to comments specific to our product.

Pendo helps me to ensure that I have the most up to date information from my users, and it helps me identify trends that our users might be experiencing.

Overall, I say I use Pendo 3 times a week!

Pros

I like the format of data pulls
I like how it syncs with Slack
I like that I can create my own custom reports.

Cons

If anything, I would say that the UI could use some improvement.

Likelihood to Recommend

Pendo is a great tool to identify trends in the satisfaction of your product. The ability to pull a report, and filter down to specific keywords, or ratings, or even companies, is very useful.

If you are looking for a way to identify your user satisfaction, I would recommend Pendo.

Verified User

Contributor in Customer Service (10,001+ employees)

Vetted Review

2 years of experience

Pendo best tool in the Product Managers toolbox

Rating: 10 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

Enables us to be product led, where we can rely on actual data rather than opinion. We use analytics, session replay, feedback and polls via Listen, as well as heatmaps, custom data reports and custom dashboards, resource center and guides. We are investing heavily in in-app guides for onboarding new users and educting esisting users.

Pros

Analytics - ability to rebuild new analytics back to the snippet install date
Guides & Resource Center - ability to create and deploy guides without the need ofr development.
Feedback, polls, surveys and NPS - quantative and qualative data is invaluable.

Cons

Listen - searchable dashboard for existing requests.
Guides - work on more than one guide at a time.
Dashboards - ability to choose location of widget to be added, i.e. top or bottom, not always default to top. then have to drag widgets to the bottom, which is a pain.

Likelihood to Recommend

Pendo is very well suited to the following scenarios: Applications where click tracking is important for data led decision making. Applications where in-app help and guidance are beneficial to help users where and when they need it. Applications where watching users actually using your application via session replay. I have not yet used Pendo on a mobile application or an application thats responsive for mobile.

Greg Cowan

Consultant Product Manager in Corporate at Dell Technologies (1001-5000 employees)

Vetted Review

5 years of experience

View profile

Pendo.io is a Must Have

Rating: 10 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

I use Pendo.io from a Customer Success standpoint, partnering with the Product and Product Analytics teams at our organization across multiple products. In addition to building out user engagement opportunities and connecting customers to solutions and resources in-app, I also use it for advertising upcoming CS webinars that help them optimize their product adoption and get the most out of their investment.

Additionally, I've used Pendo.io to build a post pNPS workflow for both detractors and promoters, offering promoters the chance to complete product reviews on external sites; and offering detractors the chance to connect directly with leadership to share their feedback.

Pendo.io is also excellent for onboarding, identifying segmentation and developing user personas. I enjoy the ability to develop very targeted messaging to specific users, empowering them to solve as many of their product questions in-app and avoid interrupting their work.

Pros

In-App Guide Building
In-App Resource Portal (very customizable)
User Segmentation and journey building
Adoption and use case data

Cons

Socializing to product teams that there's a huge benefit to partnering with their Customer Success org to optimize its use

Likelihood to Recommend

I regularly proselytize Pendo.io to coworkers across organizations - Product; Product Analytics; Customer Success; etc. I think that the value to CSMs is incredible in terms of product use and allowing them to get more detailed data on what their customers are doing in product. Ideally that information would feed from Pendo.io into a tool like Gainsight so the CSMs didn't have to use yet another solution for their customer discovery work.

Pendo.io is also great for A/B testing specific guides; features; etc. Their new embedded guides now allow the opportunity for additional testing and a more native look/feel to key messaging - which is great. Our organization hasn't leaned into that feature as much as we could yet.

Pendo.io is a great tool that could easily benefit multiple orgs within a company - UX; Research; Product; Analytics; Product Marketing; etc. I wish my company would lean into it as a comprehensive solution more.

Mandi Nieland, MNM

Customer Success Journey Manager in Customer Service at Thomson Reuters (10,001+ employees)

Vetted Review

5 years of experience

Verified on LinkedIn

Pendo gives you wings.

Rating: 10 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

We use Pendo to deliver in-app messaging about new features, run product experience surveys, and report on and analyze user behavior in our application to plan new enhancements and features. Pendo helps us understand how customers are using our products, enabling us to make data-informed decisions and deliver critical messages to specific user segments.

Pros

Tagging pages and features.
Building dashboards and reports.
Creating and deploying user guides.
AI-supported guide translation/localization.

Cons

The guide builder UI could be a bit more user-friendly; it's hard to remember where the different options are at first and takes some practice.
Interpreting user paths visually can be tricky at times, especially when trying to understand where drop-offs or blockers occur.
More granular user permissions so that I don't need to grant full admin rights to a user if I want to let them edit translations on a guide, for example.

Likelihood to Recommend

Overall, Pendo meets our core needs. The way with minimal training, you can get started on building guides, tagging pages, and features, is great. I also love that when you are done tagging a new product area, you get historical data. Pendo has given me insight into some user behaviours that have supported enhancements that streamline their experience. The visitor report building is fantastic.

Verified User

Contributor in Product Management (501-1000 employees)

Vetted Review

3 years of experience

How I use Pendo daily...

Rating: 9 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

We have a wide range of use cases for Pendo, but in my particular role, I primarily use it to track our clients' engagement with our platform and where they spend their time while using it. We also use the pop-up functionality extensively.

Pros

Pop ups.
Engagement Tracking.
Tracking points of Activity - and time spent.

Cons

Scroll feature gets caught in modules and you have to pivot away to scroll down screen.
Would like to be able to throttle frequency of pop ups.
Better tracking and detail of feature usage.

Likelihood to Recommend

One specific scenario is when a client or prospect is trialing a specific feature of the platform or the platform itself, and we'd like to follow their activity after they've signed on, including how long they were logged in and what they used while there. Pendo is great at this.

Steven Svetlick

YCharts: AE-Key Partner Expansions in Sales at YCharts (51-200 employees)

Vetted Review

2 years of experience

View profile

Pendo review from an EdTech SaaS based software company perspective.

Rating: 9 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

Before using Pendo, we struggled to find simple data, such as the number of users logging in each day, using a specific feature, and drop-off rates, among others. Hence, we began searching for a Product analytics tool, conducted demos with 8-10 companies, and when we saw Pendo, the first impression from the team was the ease of use and simple UI. Pendo is helping us understand how many users have low, medium, or high engagement in our software. It has helped us recognize our power users, and getting "real" feedback from them helps with direction for the product improvement roadmap. Pendo has enabled a lot on our product communication side, with guides that allow us to inform our users in real-time, especially when emergency outage issues arise or frequent product updates and release news are needed. It is easier to onboard our users with the help of guides. They have recently started their email and journey feature, which enables us to bring back our dropped-off users (re-engage), reducing the churn rate and impacting revenues overall. The only downside I would say is the cost of Pendo; it is expensive compared to some of its competitors. As we have invested in setting up Pendo for our single-page application, it is challenging for us to switch.

Pros

Analytics - helping us know who our power users are, and the difficulties they face, to be able to improve our product.
Feedback - guides help us survey our users.
NPS - we were not able to do NPS before but with Pendo it is possible.

Cons

Reports/Dashboard
Guides - Sometimes guides are glitchy or gets wonky on multi-step guides.

Likelihood to Recommend

Product analytics provide accurate data that you can expect from Pendo. We have been able to learn more about users using Pendo. We can easily pinpoint what each user is doing and can better prioritize items for the product roadmap. Sometimes, Guides have been a bit glitchy to work with, crashing suddenly or feeling unstable; some improvement in this area could be beneficial.

Verified User

Analyst in Information Technology (51-200 employees)

Vetted Review

2 years of experience

Streamlined processes and a great user experience.

Rating: 9 out of 10

Incentivized

June 26, 2025

Use Cases and Deployment Scope

We use Pendo.io to add helpful information and guides to our saas eSourcing platform. In particular, thanks to Pendo.io, buyers are guided in the creation of Requests for Quotation on the platform, and we have significantly reduced the number of tickets opened to the support team, addressing the most requested clarifications. We are able to customize the information we want to display to users (not possible on the SaaS platform), for example, with instructions on how to complete requested fields and suggestions on different configuration alternatives.

Pros

Guides users.
Reduces tickets to the support team.
Provides usage analytics.

Cons

Some features are complex to tag.

Likelihood to Recommend

It is beneficial if used on SaaS that offers little customization. It is undoubtedly less suitable for straightforward processes where the activities performed by users are always the same and already well-defined. At the same time, it is very useful for processes that involve activities that can be performed according to various alternatives.

Verified User

Analyst in Information Technology (10,001+ employees)

Vetted Review

1 year of experience

Pendo.io review for a SaaS company

Rating: 9 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

Collect user behavior data and helps with insights about the health of our product. We have access to multiple analytics reports and we are able to identify low engagement users and take action to avoid a possible churn. It also helps us to create a user onboarding guide, without the need of developers working on it.

Pros

Collect retroactive data
Dashboard creation
Analytics reports
Collect user behavior data

Cons

Pendo.io Guides
Feature and page tagging on mobile apps
Being able to create a dashboard with widgets available on visitor and account page

Likelihood to Recommend

Pendo.io does a really good job with data, it's easy to use, great flexibility when creating dashboards and reports, it has multiple integrations with different platforms and support for API integrations aswell. Pendo.io is not so good with the Guides and Resource center module. It offers a lot of customization but it needs some technical knowledge to fully use those tools. We are able to do what we want but it's not something easy to explain for a PMM how they can transform a radio button poll into a checkbox poll (it needs to use some JS but it's not the end of the world, just creates a big barrier for people who don't have any technical knowledge).

Verified User

Analyst in Product Management (501-1000 employees)

Vetted Review

3 years of experience

A crucial piece of the puzzle

Rating: 10 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

Pendo.io ties into a number of our SAAS solutions. It allows us to track usage of our solutions, gather customer feedback and provide in-app guidance to our users.

Working in Value Creation, I'm keen to understand how new features are adopted by our customers. Pendo.io allows me to report on the adoption of new features, then push out guides to prompt further adoption and gather feedback from customers.

Pros

Account & Visitor usage reporting, showing time logged in, number of clicks and number of features used.
Dashboards, allowing for grouping and visualisation of key data for one or multiple solutions.
In-app user guides and polls, allowing for alerts and knowledge to be shared and insights to be gained from users.

Cons

This may be specific to the solution I work with, but I struggle with some of the workflow features where the button that ends a workflow may be clicked multiple times in the process.
It would be great to have a way to directly reach back out to a user after they've provided feedback via a guide, without having to create another guide targeted to that specific user.
I think this is coming, but being able to amend the steps in a guide from within Pendo, without having to log into the specific solution.

Likelihood to Recommend

It's allowed us to audit usage of our solution and determine whether users are exceeding their licences, where this is less appropriate is trying to determine whether the reported users are designated the correct licence (though our solution should be doing more here).
It is excellent where you have an in-app action that you want to track usage of, however where you'd like users to automate processes as much as possible, it's difficult to measure automation.

Verified User

Contributor in Professional Services (501-1000 employees)

Vetted Review

3 years of experience

Pendo.io is a great investment in our company

Rating: 10 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

We use Pendo.io for a bunch of different reasons. For some applications, we add Pendo.io guides to announce new releases. For others, we use guides to announce new features and walk the user through using the new features. We also use Pendo.io track events to store some event data, specifically how long it takes to load some pages. We also have dashboards showing user activity and user statistics.

Pros

Pendo.io does guides really well
Feature tracking is fantastic and super helpful
The Pendo.io track events are super helpful also

Cons

I don't think there is actually anything I think you guys should improve

Likelihood to Recommend

Yeah, if I was asked by someone whether I would recommend Pendo.io, I definitely would say yes! And I have, actually. As a developer, I definitely see the value in using Pendo.io in our applications. Just being able to see how frequently different features are used is immensely helpful.

Jeremy Warren

Staff Software Developer in Engineering at Q2 Software (1001-5000 employees)

Vetted Review

7 years of experience

Verified on LinkedIn