The Sentiment product is a centralized location in Pendo that provides access to all survey-related features. You can create, launch, and analyze surveys following industry-standard templates. In addition to the Net Promoter Score (NPS) survey functionality, Sentiment includes templates for Product Market Fit (PMF), Customer Satisfaction (CSAT), and User Experience (UX-Lite) surveys.
Sentiment provides a reliable source for gathering customer insights, so you can compare results across products, user groups, and other segments.
The following survey types are included in Sentiment:
- Net Promoter Score (NPS).
- Product Market Fit (PMF).
- Customer Satisfaction (CSAT).
- User Experience Lite (UX-Lite).
NPS and Sentiment
Your subscription determines what you see in the main navigation and what survey types you can access. If you see:
- NPS, you're on a free subscription that only has access to the NPS survey type.
- Sentiment, you're on a paid subscription that includes Sentiment, which has access to all survey types.
- Neither, your paid subscription doesn't include Sentiment and has no survey access.
Below is a representation of the possible navigation menu views based on your subscription. If you expect to see the alternative option, contact Pendo support.
Prerequisites
After you establish which plan and survey content you have access to, you must meet the following requirements to use Sentiment:
- To create a survey, you must have one of the following roles: Guide Creator, Guide Publisher, Guide Content Editor, or Admin. For more information, see Roles and permissions.
- To activate a survey, you must have one of the following roles: Guide Publisher or Admin.
- To access the AI-generated survey summary, you must enable the Survey summaries feature in your subscription settings.
Sentiment functionality
With Sentiment, you can:
- View all existing surveys and their metadata, including publication status.
- Create and launch new surveys using standardized templates.
- Customize the phrasing of questions to align with your organization's branding.
- Add, reorder, and remove non-essential questions for PMF, CSAT, and UX-Lite surveys.
- Manage survey settings, such as release schedule, localization, and user segments.
- Monitor survey responses and analyze results.
This centralized view helps teams coordinate their feedback efforts and understand user sentiment across the customer experience.