One of our values is maniacal focus on the customer, and so we take feedback seriously. It’s important that our customers have a say in where we take the product. From your feedback, we learn not just what you want, but why something is important to you and your company.
Why give us feedback
Give us feedback to help us understand what you need from us, to deliver value to your customers, and to enhance the experience of all Pendo customers.
We use your feedback to improve our current products and to help identify the most important problems, experiments, and opportunities to innovate so that we can deliver features that will provide the most value to you and your company.
Send feedback to Pendo
- Sign in to https://app.pendo.io/
- Open our Resource Center in the bottom-right of the screen.
- Choose the Share Your Feedback module.
- Complete the Submit a request form. Be detailed and describe the use case.
- Select Submit request when you're done.
Get the full Feedback experience
We highly recommend expanding the Feedback area into the full screen view where there are more features available to you, such as a detailed view of your previous feedback requests and requests from other users.
From here, you can see what we're planning and building, prioritize the requests you're interested in, and interact with other requests. Commenting, prioritizing, and interacting with feedback requests helps us understand which requests are most important to you.
Select the full screen icon in the Share Your Feedback section of the Resource Center. In the window that opens, you can see the status of all requests you're interested in, our recent releases, what we’re planning, and what is currently being built.
View and interact with feedback
You can view and vote on feedback from other customers, and add your comments and use cases to requests that are already on our roadmap. Select a request with a status of Planned or Building and then add your comments for our Product team to see.
Prioritize your feedback
Prioritizing requests regularly helps our Product team understand what matters most to you. When you add or select I want this on three or more requests, you can use the priority sliders to show us your top requests.
When you increase the priority for one request, the others decrease proportionally.
Our Product Feedback Policy
When your request is added to Feedback, it becomes part of our request library, which is used by our Product team to research new features and enhancements, and to develop our roadmap.
If, instead of needs or use cases, you want to report a bug or have a query about how to use Pendo, see Get help with Pendo from Technical Support.
What happens to requests
New requests are automatically assigned the Not Reviewed status. This means that the Pendo Product team hasn’t reviewed the request yet.
We review top requests and those that align with our current strategy at least every two weeks. When we review requests we determine if our team can pick up requests for investigation or if they align with an upcoming project. We won’t necessarily review every pending request every two weeks. Feedback has powerful filtering tools that allow us to find the most important and most relevant requests that we need for planning.
After the team has reviewed your request, most new requests are set to Awaiting Feedback to give other customers time to vote and prioritize. When we've gathered more data, the request is moved to Planned or Declined.
Planned means that the work is already planned or will be planned for delivery over the next few months. It’s likely we’ll reach out to you for early feedback or beta participation if you submitted the request or selected I want this on a feedback request. We encourage you to add a comment indicating interest in an early review of the feature when we begin delivery.
Declined could mean a few things:
- You can already achieve the outcome you’re looking for in the app. In this case, we’ll let you know how.
- We already have the request covered under another planned request and we’re declining your request to keep our data clean.
- We won’t accommodate the request because it doesn’t align with the direction of our product.
You receive an email notification whenever the status of a request you're subscribed to changes.
If your request has been changed to Planned, the next step is for us to build it. You receive another email when our engineers have started Building. You might also get communication from us requesting early feedback and offering beta opportunities.
Once the feature is live, we update the status of your request to Released, meaning you can use the new feature or functionality in Pendo. Look for in-app announcements, guides, and Help Center articles to learn more about your new feature.
What happens if your feedback is "stuck"
If we haven't reviewed your request yet and it's a high priority for you, you can do the following:
- Make sure it's at the top of your priority list.
- Make sure your request is clear and detailed. If your request is specific, it minimizes the discovery and assumptions we need to make decisions. You can add details and use cases in a comment on your request.
- Make sure you at least answer the following questions. Why do you need this? What are you trying to do that you can’t do currently? What is the impact of that?