Internal view of Pendo Feedback

The internal view of Feedback gives customer-facing a central place to store and view customer feedback so that it can be used by the product team.

Rather than using Feedback through the target application, as your end-users would do, internal users sign in to the internal view of Pendo Feedback, where they can see more data, add requests, run reports, and so on.

For more information on how to launch Feedback to your internal teams, see Launch Feedback and gather requests internally.

Feedback_InternalView.png

The internal view of Pendo Feedback consists of the following pages and features, accessed through the left-side navigation.

Suggest

Add requests on behalf of your customers and prospects by selecting the plus (+) icon at the top of the left-side navigation. This opens the request form.

On this form, you can add details about what the customer is trying to achieve, what their workarounds are, and which area of the product they're using. You can also add manual tags to the request to group it with other requests. For more information on tagging, see Tagging in Feedback.

Dashboard

The vendor Dashboard page, accessed through Dashboard in the left-side navigation, has two tabs: Dashboard and Customer Insights.

The Dashboard tab

The Dashboard tab provides an overview of requests, including:

  • A list of the internal user's own priorities.
  • Requests that have been in the "Awaiting Feedback" status for the longest.
  • Most valuable requests from visitors.
  • Most popular requests.
  • Latest requests.
  • Planned requests.
  • Requests received in the past week.
  • An activity timeline.

You can filter all of the metrics and insights in this tab by App and Product Area using the global filters at the of the page. To filter by App, you must have a multi-app subscription.

Dashboard_GlobalFilters.png

The Customer Insights tab

The Customer Insights tab provides information about trends in customer requests and behavior. You need at least six customer accounts for the Customer Insights dashboard to populate.

You can filter all of the metrics and insights in this tab by apps and when the accounts were created using the Filter button in the top right of the page. To filter by App, you must have a multi-app subscription.

CustomerInsights_Filters.png

You can also hover over the name of an account in any of the tables to see more information about the account.

The Customer Insights tab is organized into the following sections:

Insights

The Insights box at the top of the page displays key insights uncovered by Feedback, such as:

  • Who did and didn't get what they wanted. Which accounts had the most and least requests fulfilled?
  • The most and least focused accounts. Which accounts were the most concentrated around a small number of requests and which were the most spread over a number of requests?
  • Account engagement. Which accounts are voting on and prioritizing requests the most and the least?
  • Which accounts are typically voting for requests that are in your SmartList?
  • High value requests. Which requests do your top revenue accounts want the most?

Select the links under each card to see the full lists behind the individual insights.

Feedback_CustomerInsights_Insights_Link.png

You can refresh these insights using the refresh icon in the top-right corner of the card. You can also minimize this box using the minus icon (–) next to the refresh icon.

Feedback_CustomerInsights_Insights_Refresh.png

Account outliers

The Account outliers section shows you the top three accounts that voted for requests that don’t fit typical trends. These are accounts that tend to vote for requests that the majority of your accounts don't vote for. The bottom three accounts in this section have the lowest Outlier Score, meaning they tended to vote in line with the majority of accounts.

Outliers indicate that these accounts might be a bad fit for your company or might need additional support and education.

You can see a full list of accounts ordered based on their Outlier Score by selecting Show all in the top-right corner of the Account outliers box.

Feedback_CustomerInsights_AccountOutliers.png

Who got what they wanted

This section shows you the top three accounts that got what they wanted. These are the accounts with the most requests fulfilled. This includes requests they submitted themselves as well as requests they voted on. The bottom three accounts have the lowest number of requests fulfilled.

You can use this data to identify which accounts are likely using the product successfully and might make good advocates. 

You can see a full list of accounts ordered by the number of fulfilled requests (# Released) by selecting Show all in the top-right corner of the Who got what they wanted box.

Feedback_CustomerInsights_WhoGotWhatTheyWanted.png

Most engaged accounts

This section shows you the three most engaged accounts and the three least engaged accounts in Feedback. Engagement is determined by how much an account is submitting, voting on, and prioritizing requests.

The most engaged accounts are typically the most vocal and might make good advocates for your product. The least engaged accounts might be more likely to churn, or might benefit from some support or guidance on how to submit, vote on, and prioritize requests.

You can see a full list of accounts ordered by engagement by selecting Show all in the top-right corner of the Most engaged accounts box.

You can also the button to the right of the account to see engagement at a user level. The displays a Most engaged visitors box for the account you select.

Feedback_CustomerInsights_MostEngaged_Visitors.png

To go back to the list of accounts by engagement, select Back to most engaged accounts at the bottom of the box.

MostEngagedVisitors_By_Account.png

Most focused accounts

This section shows you the top three accounts with the most concentrated voting. The votes for these accounts are concentrated around a smaller number of requests. The bottom three accounts have the most distributed votes.

If these accounts are focused on a specific part of the product, you can use this insight to make improvements to the product area, which might make advocates out of the top accounts in the list.

You can see a full list of accounts ordered by focus by selecting Show all in the top-right corner of the Most focused accounts box.

Feedback_CustomerInsights_MostFocused.png

Requests that accounts wanted before they became inactive

This section shows you the top five requests that accounts indicated they wanted before they became inactive. Users are marked "inactive" when they haven't logged in to your app for 30 days. Most reports default to including requests only from visitors who are active in your app. 

A lot of inactive users that requested a feature could highlight an area for improvement in the product to avoid churn or a weakness in how you educate customers about existing features.

Feedback_CustomerInsights_ChurnTable.png

Browse

The Browse page is accessed through the left-side navigation, under Dashboard.

The Browse page consists of a list of requests, which you can sort and filter to organize your feedback. Here, you can also:

  • Bulk edit and assign requests.
  • Change the Apps and Product Areas of a selection of requests.
  • Add tags to requests.
  • Set a status for requests.
  • Merge two requests.
  • Assign requests to your colleagues.
  • Create saved views of the Browse page based on your chosen filters.

For more information, see Manage requests in the Browse page.

Reports

The Reports page is accessed through the left-side navigation, under Browse. It consists of three tabs:

Demand reports

Use the Predefined Reports to view feedback based on popular segments, such as active paying Accounts, Visitor Impact, Effort vs. Value, and Visitor Votes. Use Advanced options to explore the data further, for example, segmenting requests by tags, status, popularity, or development effort. 

For more information, see Discovery with Feedback Reports.

DemandReports.png

What's Coming

The What’s Coming tab displays a list of features that you’re building or planning on building. This list is auto-populated based on the status of requests. You can make this visible to both visitors and team members in Feedback Settings. You can filter this list by Apps and Product Areas. 

For more information, see Communicate what's coming.

Reports_WhatsComing.png

Similarity Report

The Similarity Report tab displays a list of requests that are potential duplicates or are similar enough to be merged. You can merge suggested requests from within this tab.

For more information, see Deal with similar requests.

Reports_SimilarityReport.png

Metrics

The Metrics page is accessed through the left-side navigation, under Reports. This page consists of five tabs:

Metrics Overview

The Metrics Overview tab shows you how many requests are in each status over different time frames. It also provides a summary of the past week’s activity.

mceclip1-4.png

Logins

The Logins tab shows you how many users have looked into Feedback, and the most recent visitors and team members.

mceclip2-3.png

Engagement

The Engagement tab shows you which Accounts, Prospects, and Team users have engaged most with Feedback over the past 30 days based on how many requests they’ve voted on or prioritized.

mceclip3.png

Fulfilled Requests

The Fulfilled Requests tab shows you which Accounts, Prospects, and Team users have had the most requests released. This includes both requests that they’ve submitted, and requests that they’ve said they’re interested in.

mceclip4-3.png

CEO Dashboard

The CEO Dashboard tab shows you how much time and money you save using Feedback, and provides an overall Return on Investment (ROI).

For more detailed information about the data in this tab, see the Analyze Feedback with the CEO Dashboard article.

mceclip5-1.png

Releases

The Releases page is accessed through the left-side navigation, under Metrics. This page displays a release log of requests that have a status of “Released” and how long ago they were released. For more information about the release log, see Communicate releases.

For information about request statuses, see Request status updates.

Releases.png

Roadmap

The Roadmap page is accessed through the left-side navigation, under Releases. This page displays any roadmaps that you’ve created or that were made visible to you by other team members. A roadmaps is a visualization tool for planning and communicating your product vision with others.

For more information, see the Pendo Roadmap article.

Roadmap.png

Accounts

The Accounts page is accessed through the left-side navigation, under Roadmap. Use this page, along with the Dashboard, Customer Insights, and the Browse page, to review requests and decide what to explore next. The Accounts page consists of two tabs:

Accounts

The Accounts tab gives you a list of your customers (Accounts), the number of feedback requests associated with each customer, the source of requests, and their pricing tier (Value).

Accounts.png

Opportunities

The Opportunities tab gives you a list of Accounts and their value, which you can use to view trends in requested features that have and haven’t been released.

Accounts_Opportunities.png