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Human Resources
5k+
Roseland, New Jersey
Managing 100+ monthly feedback submissions required manually exporting data, pasting it into Miro, and spending roughly five hours a month grouping themes that took up to 14 days to resolve.
Used Pendo Listen’s Feedback Views to automate tagging and filtering of domain-relevant feedback with AI summarization surfacing the top five themes each month for the team.
Monthly time commitment was cut from five hours to two hours; decision turnaround reduced by 71% — from 14 days to just four days — with meetings reduced by half and information access dropping from four business days to just 4–8 hours.
Customer feedback is only valuable if you can actually do something with it. For ADP—the global leader in human capital management—that "doing something" part had become a challenge.
With a steady stream of feedback coming in across a complex, multi-domain platform, turning insights into action was slowing teams down.
“Client feedback is liquid gold,” said Liz Heard, Senior Product Manager at ADP. “But how do you turn that raw material into product decisions?”
The process for doing that had quietly become a monthly ordeal that was time consuming. Luckily, Heard knew Pendo could help.
ADP’s Workforce Now product supports a wide range of HR, payroll, talent, and benefits workflows. That scope means feedback comes in constantly, and from a lot of different directions.
The team was already using Pendo to collect submissions across domains, but what happened next was all manual. Every month, someone had to export the data, drag it into Miro, sort it into themes, and then sit through round after round of internal discussions just to decide what it all meant. With more than 100 submissions a month, that process wasn't scaling.
“Before we were using Pendo Listen, we spent hours exporting the information, then sorting, and then just debating internally,” Heard said.
That manual effort cost them time, slowed decision-making, and made it harder to align teams around the feedback that mattered.
The solution: From manual effort to shared clarity
When ADP introduced Feedback Views and Pendo Listen’s expanded capabilities, the whole workflow changed. Instead of exporting and organizing feedback manually, the team now:
This shift eliminated the need for external tools and reduced friction across teams. “I really appreciate the assignee feature and the ability to tag team members in the comments,” Heard said. “This significant change has reduced our time commitment from roughly five hours a month to just two hours.”
Even more importantly, it changed how quickly the team could move from insight to action.
“So now, with Pendo Listen, what we’re doing is that we’re able to move much more quickly from feedback to getting clarity in just days instead of weeks,” said Heard.
By centralizing and streamlining feedback, ADP saw measurable improvements across its product development process:
That last one matters more than it might seem. Fewer meetings means the team spent less time debating and more time executing, because the data was already there, already organized, and already trusted.
“The magic of Pendo is how it marries the qualitative data with the quantitative data,” Heard said. “It helps us map a bigger, clearer picture of what our clients need.” That clarity ripples outward across the product triad—product, design, and engineering all working from the same foundation.
“With Pendo, it provides us a shared source of truth that aligns our product teams around our clients’ behavior,” Heard said. “Without it, decisions would be slower, noisier, and much harder to defend.”
As ADP continues to evolve its product, including exploring AI-driven capabilities, the team is already thinking about how to extend this approach.
The next focus: understanding and measuring how AI agents perform within the product experience. “That’s really the next frontier for us,” Heard said.
For ADP, the shift wasn’t just about saving time, it was about building confidence in every product decision.
By combining qualitative feedback with behavioral data, and by giving teams a shared, real-time view of both, ADP turned feedback from a bottleneck into a strategic asset.
Or, as Heard put it: “Good data in, good decisions out.”
