In app NPS vs email NPS

Does Pendo have any research or data that indicates the difference in doing in-product NPS survey’s versus exclusively emails?

We are seeing very different in-app results from the email NPS surveys we used to send. Is there a difference? Are there studies that say in-product more accurate? Anything that Pendo may have on this?



  • I will say our engagement with NPS and response rate is significantly higher, and by doing it in-app we can see what visitors were doing before responding, etc.

    If you use a non-Pendo system to send email NPS, you lose some of the OOTB ability to analyze possible correlations between scores and other user behavior like pages visitors, feature use, guides used, etc. Plus, it's harder to then target guides or other Pendo pieces to visitors who give you a specific score, whereas having it all done in-app makes it super easy.

    For us :)

  • Is there a way you white label /customize the email template if we choose to use in-app+email option for NPS Survey. Looks like as of now the email goes to the customer as pendo template. Which defeats the purpose for our org, as we want the customers to see our name and details rather than showing as powered by Pendo and the email address/ head quarters details. Did anyone came thru the same issue?

  • Alli Bordogna - I'm curious if you saw a big drop or increase?  I'm just starting my planning for switching from an emailed only survey to using Pendo and was concerned it could be misleading to compare to last year.     Anyone else see major differences in their data when switched to Pendo?

  • we saw an increase for sure! It kind of depends on your product though and how you set up your NPS survey -- having the email backup enabled helps catch those who are either not logging in or who are ignoring your in-app survey. We set the timeframe as large as possible (180 days) and used even distribution, so that not everyone was getting "hit" with it on the same day/time. Via email we were getting less than 1,000 responses/year and to date with Pendo, we have over 110,000 over the course of 3-4 years of asking in-app.

  • We saw an increase as well when we switched to In-App. If you only do email or in-app you are for the most part only looking at specific populations of your user base. If you only do In-App then you are likely targeting users that log in frequently enough and care enough to tell you how great you are doing. If you do email only, I believe you are mostly going to get people that are unhappy and want to take the time to tell you that as well. Doing both In-App and Email based on our results and studies is really the best way to make sure you are measuring everyone.

  • Liz Feller Mark Kirstein   Thank you both for the additional details!   Very encouraging to hear about the increase in participation.   We're going to give in-app and email a try and see how it goes!   

  • Hello!  We have had our NPS live and running via Pendo now for about 2 years.  We see a drastic difference in the response rate for in-app vs email, which I think is to be somewhat expected.  But I have some questions regarding options to improve the email response rate.  Has been released any capability that allows for customization of the email template/personalization, like adding first name?  And in terms of deliverability, is there anything that can be done there to help increase deliverability rates since these emails are not sent by/monitored by us?  Thank you!


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