Collect customer feedback

Note: Feedback in Listen is different from the classic Pendo Feedback product.

When you receive feedback from a customer, you can add this feedback to Pendo Listen. You can then use this feedback to make data-driven decisions about product development.

This article describes how to add customer feedback through Pendo, what to include in the feedback form, and how to link customer feedback to ideas. If you want to add feedback to Listen programmatically, see our API documentation.

Best practices

When adding a description, focus on what the customer is trying to achieve or the problem they’re experiencing, rather than the solution. Include any context necessary for understanding, including use cases or examples, and what customers currently do.

Assign a Product Area and add labels to a feedback item to help you organize feedback and take action. For more information, see Grouping with Product Areas and labels in Listen.

Submit a feedback form

Pendo users can add individual feedback on behalf of customers by submitting a feedback form in Listen. There are two ways to access the feedback form:

• Directly from the Listen menu in the left-side menu. Select + Submit feedback.
• From the Feedback views page. Open Listen from the left-side menu, select Feedback, and then select Submit feedback from the top-right corner of the page.

Note: It's possible to share the feedback form without showing the recipient the rest of Pendo. Send the following link: https://app.pendo.io/validate/feedbackform/external. You must still be a Pendo user with Listen Manager permissions to access the form. For more informations about Listen permissions, see Roles and permissions.

After you've opened the feedback form:

1. Use the dropdown menus under Customer to find and select an account and visitor. You can start typing the name of the account or visitor in the respective dropdown menus to narrow the search.
2. Enter a title for the feedback.
3. Optionally, describe what the customer is trying to achieve, such as a problem they're trying to solve or a goal they're trying to reach.
4. Optionally, attach images and add a link.
5. Add relevant labels. You can add a new label or select one that's already been created.
6. Select one or more applications that the feedback relates to.
7. Select one or more product areas that the feedback relates to. You can use the wand icon next to the product area dropdown menu to see a suggested product area based on your title, description, and apps. You can add a new product area or select one that's already been created.
8. Select an importance level: must have or nice to have.
9. If a relevant idea already exists, link the feedback to existing ideas. We suggest existing ideas based on the content of the form.

After you’ve completed the form, select Submit feedback. You can then choose to either:

• Complete another feedback form. Select + Add another.
• View feedback, which takes you to the feedback items list on the All Feedback page. For information about different feedback views, see View customer feedback.

Send guide poll responses to Listen

You can create a poll using Pendo Guides and then send any open-ended responses as feedback items in Listen. This allows you to bring your responses into a centralized location in Listen, along with the rest of the feedback you've captured. You can either:

• Manually send individual responses to Listen from the guide itself.
• Automatically send poll responses to Listen in bulk.

We recommend turning on Enable feedback summaries in your subscription settings. This enables Pendo to automatically create titles based on the response description for each feedback item created. For more information about this setting, see AI features in Listen.

Manually send poll responses

To manually send open-ended poll responses as feedback items to Listen:

1. Go to Guides from the left-side menu.
2. Find and open a guide that includes a poll. 
3. Open the Poll Responses tab.
4. In the table of responses, select Send to Feedback next to each open response in the Feedback item column.

This opens a panel on the right side of the screen with a feedback item automatically created based on the poll response. You can then edit this item as you can with any other feedback item. For guidance on editing feedback items, see View and edit feedback details.

Responses that are already sent to Feedback in Listen give you the option to Open that feedback in Listen instead of Send to Feedback.

Automatically send poll responses

Rather than sending individual responses from a poll in Guides to feedback in Listen, you can add a guide as a feedback source from Listen. This creates and sends feedback items based on all responses in a poll to Listen in bulk. For instructions, see Import guide poll responses in Connect feedback sources.

Turn on Enable feedback summaries to ensure that feedback items created in bulk from a poll are automatically named based on the text of the individual responses rather than all assigned the same title, which is taken from the guide's name.