Collect customer feedback (beta)

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Note: Feedback in Discover is different from the classic Pendo Feedback product and is currently in closed beta, available to select Pendo customers for testing. The information that follows isn't a commitment, promise, or legal obligation. The development, release, and timing of any features or functionality described here are subject to change at the discretion of Pendo, which can occur without notice. If you're interested in getting early access and providing feedback, sign up to the beta waitlist.

When you receive feedback from a customer, you can add this feedback to Pendo Discover. You can then use this feedback to make data-driven decisions about product development. This article describes how to add customer feedback, what to include in the feedback form, and how to link customer feedback to ideas. 

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.

You can add labels to a feedback item to help you organize feedback and take action. Labels help you to group your data by categories such as teams, key themes, and so on based on your strategic goals. They can be as specific and tangible or broad and process-oriented as your organization needs them to be. For example, you might want to assign a feedback item to the Sales team by adding a label like "Needs action: Sales" and add items with this label to a custom feedback view for Sales. 

Product areas are specific locations that represent core areas of your UI. They are product-focused and allow you to filter feedback items by what part of the application they relate to. This is good for top-level segmentation of your feedback items, and so we recommend that you keep your product areas broad.

Submit a feedback form

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

  • Directly from the Discover menu in the left-side navigation. Select + Submit feedback.
  • From the Feedback views page. Open Discover 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 to access the form.

After you've opened the feedback form:

  1. Use the dropdown menus under Customer to find and select an account and visitor.
  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 an app that the feedback relates to.
  7. Select product area 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 app.
  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.

Feedback form in Discover.png

Once 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 feedback items list in the All Feedback page. For information about different feedback views, see View customer feedback.

Send guide poll responses to Discover

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

  • Manually send individual responses to Discover from the guide itself.
  • Automatically send poll responses to Discover 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 Discover.

Manually send poll responses

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

  1. Navigate 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 Discover give you the option to Open that feedback in Discover instead of Send to Feedback.

Automatically send poll responses

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

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.

Connect feedback sources

You can add feedback responses to Discover at scale with CSV uploads and guide imports, and connect to other tools, such as Salesforce, to enable colleagues to submit feedback from other software they use. Specifically, you can:

  • Upload a CSV file containing your customer's feedback.
  • Import existing and future guide poll responses.
  • Allow customer-facing teams to submit feedback through Salesforce.

Upload a CSV file

To upload a CSV file of feedback into Discover:

  1. Navigate to Discover > Feedback.
  2. Select Add feedback source.
  3. Choose Import a CSV file.
  4. Select Choose file. Alternatively, you can first download and edit the Template file, which provides the correct format for the CSV with annotations.
  5. In the preview that opens below the import box, check the columns and rows and then select Next step. This opens the Mapping page.
  6. Check that the existing fields in feedback (VisitorAccount, Title, and so on) map onto the expected columns in your CSV file.
    • For each destination field, you can manually set the the correct column in your CSV using the dropdown menus on each row. 
    • You only need a corresponding column for the first four rows (VisitorAccount, Title, and App). The rest are optional.
    • The value entered under the App column must correspond with the Display name in your application settings. This can be renamed by a Pendo Admin user. For more information, see Web application settings.
    • If you add entries for Labels to your CSV that don't represent labels that already exist in Discover, new feedback labels are created in Discover.
    • If you don't create an entry for Submitter, the entries default to the person who uploads the CSV file.
  7. Select Import feedback. This opens an import screen and then an import review where you san see how successful the upload was.
    • Successful imports on the left side shows you what percentage of your CSV was successfully uploaded. If this is 1% or more, you can select View insights to see the data that was successfully uploaded.
    • Unsuccessful imports on the right side shows you what percentage of your CSV weren't successfully uploaded. Select Download error CSV to review errors in your file.
  8. Select View insights to see a summary of your feedback.

This creates a new feedback view, filtered by your CSV source.

Import guide poll responses

Before continuing, we recommend turning on Enable feedback summaries, which you can find by going to Settings > Subscription Settings. This enables Pendo to automatically create titles based on the response description for each feedback item created. If this setting isn't enabled, all responses in a poll that are sent to Discover as feedback items are named after the guide that the poll was delivered in. For more information about this setting, see AI features in Discover.

To bulk-import guide poll responses as feedback items in Discover:

  1. Navigate to Discover > Feedback.
  2. Select Add feedback source.
  3. Choose Import guide polls. This takes you to a list of guides to choose from.
  4. Choose an existing guide poll from the list and select Import in the panel that opens on the right side of the screen. This opens an import screen and then an import review where you san see how successful the upload was.
    • Successful imports on the left side shows you what percentage of poll responses were successfully uploaded. If this is 1% or more, you can select View insights to see the data that was successfully imported.
    • Unsuccessful imports on the right side shows you what percentage of your poll responses weren't successfully imported. Select Download error CSV to review errors in your import. The process doesn't import responses that already exist as feedback items in Discover. This means that if you've already manually imported a poll response from the guide itself, the same response isn't imported again here.
  5. Select View insights to see a summary of your feedback.

This creates a new feedback view, filtered by your guide source.

Connect Salesforce

You must be an Admin user in Pendo to connect Salesforce to Discover. To connect Salesforce as a source for feedback items in Discover:

  1. Navigate to Discover > Feedback.
  2. Select Add feedback source.
  3. Choose Connect Salesforce. This takes you to the Integrations page in Pendo.
  4. Follow the instructions outlined in Integrate Salesforce with Pendo Discover
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