Add feedback to Listen

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Pendo provides various ways of adding feedback to Listen. You can add existing feedback responses to Listen at scale, gather feedback in real time, and connect to other tools to enable colleagues to submit feedback from other software they use, such as Salesforce. This article provides an overview of the different feedback sources available to you in Listen, and how to recognize them in Listen after you start collecting feedback from these sources.

If you're a classic Feedback customer looking for information about how to add feedback requests to Listen, see Migrate from classic Feedback to Pendo Listen instead.

Feedback sources

There are multiple potential sources of feedback in Pendo Listen. You can add feedback to Listen in the following ways:

  • Submit a feedback form. You can send feedback to Listen on behalf of a visitor using the feedback form in Pendo. For more information, see Submit customer feedback.
  • Upload a CSV file. You can upload a CSV file containing up to 5000 rows of your customer's feedback. This creates a new feedback view, filtered by your CSV source. For more information, see Upload a CSV file of feedback to Listen.
  • Send guide poll responses to Listen. You can manually add individual poll responses to Listen or bulk-import existing and future poll responses. For more information, see Send guide poll responses to Listen.
  • Send NPS survey responses to Listen. You can manually add individual NPS responses to Listen or bulk-import existing and future NPS responses. For more information, see Send NPS survey data to Listen.
  • Set up an ideas portal. You can invite your visitors to provide feedback directly through a button in the top-right corner of your ideas portal. For more information, see Engage users through an ideas portal.
  • Collect feedback through Salesforce. You can allow customer-facing teams to submit feedback on behalf of customers through Salesforce. For more information, see Salesforce integration with Pendo Listen and follow the instructions outlined in Integrate Salesforce with Pendo Listen.

You can also send feedback data through an API. For more information, see our API documentation.

If you're a classic Feedback customer and would like to upgrade to Listen, you can migrate your feedback requests to Listen. For more information, see Migrate from classic Feedback to Pendo Listen.

Connect feedback sources

Listen customers already have access to the feedback form for submitting feedback on behalf of visitors. Additionally, you can connect other sources of feedback from the source management page in Pendo.

  • If you don't have any connected sources, go to Listen > Feedback sources. This opens a card view of possible feedback sources that you can connect to Listen.
  • If you already have at least one connected source and want to add another, go to Listen > Feedback sources and then select Connect sources in the top-right corner of the Feedback sources page.

Connect sources.jpg

Alternatively, you can follow the instructions for each source type in the following articles:

View feedback sources

To view a list of existing feedback sources, go to Listen > Connect sources. This opens the Feedback sources page, which displays a table of connected sources, which includes the following information:

  • Sync status. The current connection status of the source. A connected source is labeled as Connected.
  • Source type. The icon and name of the source type. For example, if the source is a guide poll, the source type is indicated by a pink speech bubble icon and the word "Guides". For more information, see Feedback source icons in this article.
  • Source. The name of the connected source, which is hyperlinked for you to edit its settings. For example, if the source is a guide poll called "Give feedback", you can select the name of the source to open the guide's settings.
  • Feedback view. The saved feedback view that data from this connected source is routing to. For more information about saved views, see Save custom views of feedback.
  • Feedback items captured. The number of feedback items that have been sent to Listen from the source.
  • Last item captured. The date and time that the last feedback item was sent to Listen from the source.
  • Timeframe captured. The date range that historic data was pulled from.
  • Forwarding responses. Whether the source is set up to send future feedback items or only the feedback items that existed for the source at the time it was connected to Listen. ON indicates that future feedback items are being sent to Listen.
  • Last updated. The date and time that the source was last updated.
  • Connected on. The date and time that the source was connected to Listen.
  • Connected by. The Pendo user that connected the source to Listen.

If you don't already have at least one connected source, you're instead presented with the Connect sources page.

Filter feedback sources

If you already have connected sources, you can do the following from the Feedback sources page in Listen.

  • Filter the table by source type using the menu above the table.
  • Search for specific sources using the search bar above the table.
  • Group by source type using the checkbox in the top-right corner of the table.
  • Change the ordering of items in a column in the Connected sources using the arrows next to each column header.
  • Choose and reorder columns in the Connected sources table. Select the Manage columns icon in the top-right corner of the table and then add, remove, and reorder columns based on your needs.
  • Connect more sources by selecting the Connect sources button in the top-right corner of the page.

Feedback source icons

After feedback is added to Listen, you can see where feedback is sent from by looking at the Source icon each item is assigned. You can find these icons in:

  • The Source column of a feedback view. For more information, see Manage feedback in Listen.
  • The Source menu in the filters of a feedback view.
  • The Source type column in the Feedback sources page.

 Icons in a pink square indicate that the feedback item came from somewhere in Pendo. Specifically:

Icon

Icon description

Source type name

Source type description

Source icons-3.png

Green CSV icon

CSV file Feedback imported from a CSV file.
Source-guide.png Pink speech bubble icon Guides A guide poll response in Pendo.
Source-nps.png Pink heart icon NPS An NPS survey response in Pendo.
Source-form.png Pink checklist icon Internal form Feedback submitted using the internal feedback form in Pendo on behalf of the visitor.
Source-request.png Pink thumbs-up icon Portal Feedback submitted directly by the visitor through a Pendo ideas portal.
Source-request-1.png Pink pencil icon Migration Requests migrated from the classic Feedback product.
Source-request-2.png Pink code icon API Feedback sent through an API.
Source icons-2.png Blue cloud icon Salesforce Feedback submitted through Salesforce on behalf of the visitor.

 

 

 

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