You probably already have NPS scores, CSAT results, maybe even open-text comments from a PMF survey. The data exists, but when your VP asks "why did sentiment go down this quarter?", you're stuck piecing together a story from gut feeling and anecdotes, because the scores alone don't actually tell you what happened.

For years, teams have used Pendo to run NPS surveys in-product. But most companies don't just run one survey, they run a lot of them, often across different tools, owned by different teams. Product runs one tool, CX runs another and UX uses something else. Users get surveyed too often, scores live in silos, and there's no single place where it all comes together.

That's why we expanded NPS into Pendo Sentiment: a unified way for Product, CX, and UX teams to run industry-standard surveys inside your apps and connect responses to what users are actually doing.

3 problems facing most survey tools

Most survey platforms are built to collect scores, not to help you figure out what's driving those scores or improve them. Here's what we keep hearing from users like you:

  1. You can't control who you're asking. Surveys get blasted to your whole user base, or triggered randomly in-app. Someone who signed up last week and barely touched your product gets the same NPS prompt as a power user who's been with you for two years. The result is noisy data that doesn't represent much of anything.
  2. You get a score you struggle to explain. A user gives you a 4 out of 10 on CSAT. Great—now what? Without knowing what they did in the product before they answered, or where they ran into friction, that score doesn’t tell you much.
  3. You can't actually close the loop. Even when feedback is clear—"this workflow is confusing"—acting on it usually means exporting a CSV, switching to another tool, building a segment somewhere else, and hoping you remember to follow up. 

What makes Sentiment different

Sentiment supports NPS, CSAT, Product-Market Fit, and UX-lite surveys. But the templates aren't what matter here. What matters is where those surveys live, and what they're connected to.

Ask the right person, at the right time

Because Sentiment is built on Pendo's segmentation engine, you can trigger surveys based on real product behavior. Completed onboarding? Trigger CSAT. Just adopted a new feature? Ask about the UX. Running a beta? Measure product-market fit with the people who are actually using it.

Surveys are delivered in-app (and via email for NPS), so you're catching people while the experience is still fresh. That means better response rates, more representative answers, and less survey fatigue across your user base.

Connect scores to real behavior

This is where things get interesting. Every survey response in Sentiment is automatically tied to the respondent's user profile, their feature usage, their cohort, and their history in Pendo. You can compare how detractors and promoters actually use your product. You can even watch their session replay to visualize their usage. 

So instead of wondering why CSAT dropped after a release, you can look at what low scorers were doing differently. Maybe they all hit the same broken workflow. Maybe they never found the new feature. You're diagnosing the problem, not just reporting the score.

Feed it into your broader feedback system

Open-text survey responses flow directly into Pendo Listen, right alongside signals from other sources like Gong call recordings and Zendesk tickets. So instead of survey data living in its own little world, it becomes part of the larger picture of what your customers are telling you, across every channel.

The feedback and the response to that feedback live in the same platform, which means closing the loop goes from a multi-day project to something you can do that afternoon.

One system for Product, CX, and UX

We built Sentiment so that teams can stop running parallel survey programs in disconnected tools. Product, CX, and UX can all work from the same platform, see the same results, and tie everything back to the product experience itself.

This means your surveys reach the right users at the right time, every response is connected to real product behavior, and you can act on what you learn without leaving the platform.