Pendo Announces New Analytics to Decode NPS® from Opaque to Actionable

CLEVELAND, Sept. 14, 2017 /PRNewswire/ -- Pendo, creator of the leading web-based Product Experience Platform, today introduced a new way to analyze and act upon Net Promoter Score^SM results at the Industry Conference. This new feature brings together product usage data and survey feedback in several unique data visualizations that allow product teams to easily understand how their product experience directly impacts customer satisfaction.

66% of Fortune 1000 companies consider NPS a key metric of company performance. In the last 18 months, Pendo has helped its customers improve NPS response rates anywhere between 100-10,000% by moving from email to in-app delivery of the surveys.

While NPS is an important benchmark, it has traditionally been difficult to connect scores with underlying root causes and, in particular, to understand how user interactions with specific product areas impact the score. With Pendo's new NPS offering, SaaS companies can directly attribute NPS to specific features and actual product usage patterns, making NPS a vastly more actionable metric. With the new set of intuitive visualization tools, product teams can now use Pendo to see:

• Page and feature usage by NPS Promoters and Detractors. This visualization reveals which aspects of the product are used most heavily by NPS respondents, plotted on a detraction-promotion axis.
• Usage volume and action matrix. This visualization plots 4 "action zones" that showcase the sub-segments of NPS respondents that may be particularly actionable (for example, high usage Detractors, low usage Detractors, etc.).
• Easy demographic segmentation. A quick view of how different user roles or other segments correspond to NPS.
• Trends over time. Illustrates NPS fluctuation over time, with daily, weekly, and monthly charts to understand patterns and trends.

"Combining NPS with product usage data is extremely powerful," said Todd Olson, Pendo co-founder and CEO. "While NPS is widely adopted as a key customer experience metric, it's often difficult or impossible to discern the factors behind the score. With this new capability, Pendo provides full attribution of an NPS back to specific features and product usage patterns, making NPS a more actionable metric for product leaders."  

With this new capability, product leaders can achieve deep visibility into which product features drive customer satisfaction and dissatisfaction. In practice, this means that product leaders will now be able to easily identify customers and segments at risk for churn and others customers that may be candidates for more visible advocacy. For example, a product manager may neutralize and even turn detractors into promoters by educating them on the highest-value features that are driving satisfaction with similar cohorts. By using Pendo guides, this same product manager can easily set up in-app messages that drive customers to adopt these high-value features. Experience this new functionality here: https://www.pendo.io/nps

Additionally, Pendo today announced that it has successfully completed a Service Organization Control (SOC) 2 Type I audit, complying with all five trust principles. Issued by the AICPA, the SOC 2 certification gives clients full confidence in the platform's security, availability, processing integrity, confidentiality of user data, and privacy of all the information processed by Pendo. More information on Pendo SOC2 certification can be found here: [http://go.pendo.io/SOC2security]

About Pendo
Pendo delivers a complete platform for product teams to help companies create products that customers love.  With Pendo, product teams can understand product usage, collect feedback, measure NPS, onboard users, and announce new features in app - all without requiring engineering resources.  Founded in 2013 and backed by Meritech Capital, Spark Capital, and Battery Ventures, Pendo has raised $56 million and grown revenue by 400% in the past year.   Used by hundreds of innovative software product leaders, Pendo tracks 20 billion user actions, and improves the product experience for 22 million users every month. For more information, visit: www.pendo.io

"Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld."

CONTACT: Holly Hitchcock, 866-316-2368, [email protected]

SOURCE Pendo

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http://www.pendo.io