How Pendo’s data science team designed a custom Whole Product Score with Pendo data

Published Feb 29, 2024
Do you ever feel that your product is performing well in some areas, but struggling in others?

Your organization might have noticed increasing feature adoption and glowing user reviews—and yet still experiencing stagnant sales figures. That’s because without incorporating the right product data into your business data, it’s difficult to gauge your product’s overall pulse and success, leaving you unsure where to prioritize your organization’s efforts. 

But what if there was a way to quantify your product’s overall health across key performance indicators? A way to move beyond fragmented metrics and gain a holistic understanding of performance? 

Customer health scores are a popular mechanism to do this, but we realized that we were missing out on key aspects of customer engagement touchpoints within our platform, but we didn’t include specific customer actions such as if they attended our in-person events, certifications obtained, and more. 

Here at Pendo, we found our own answer to this quandary, an advanced version of a Customer Health Score: The Whole Product Score. The Whole Product Score is a simple, actionable score that aggregates various data sources from across our business, helping us paint a holistic picture of our product’s overall performance and trajectory. 

We think of it as a health check-up for our product portfolio. Instead of focusing on individual symptoms, the Whole Product Score offers a comprehensive diagnosis of our platform’s health, revealing underlying issues and helping us chart a path of recovery, as needed. 

Here’s how we used Pendo Data Sync to help us build this single, dynamic metric.

How we built Pendo’s Whole Product Score

Our data science team tapped into Data Sync to extract and combine data from a number of different sources across our business—including a variety of customer interactions with our content and across the Pendo product—to craft the Pendo Whole Product Score. Data Sync allows the team to aggregate data from all of these places, figure out what’s meaningful, and pull it all together so it’s simple and easy to understand for internal employees. The ultimate goal? Better serving our customers.

Signals from each data source are given a weight into the overall score, which can be calculated at the account level, segment level, by a CSM’s portfolio, or across the entire customer base. This gives us not only one single health metric, but allows for organization-wide visibility into how we’re tracking towards enabling our customers and helping them accelerate their journey to becoming product led.

The key ingredients of Pendo’s Whole Product Score

Our Whole Product Score is an amalgamation of 22+ data inputs across multiple data sources—including first-party application data, usage and sentiment data from Pendo, marketing engagement data, product and services revenue, and support and health center data. 

If you’re looking to build your own Whole Product Score for your company, the data sources and components you choose will likely look a little different, based on your organization, your products, and the business goals you’re looking to achieve. However, there are a few key areas and metrics that should be prioritized and considered when creating a holistic product score—no matter what business you’re in. For example:

  • Net Promoter Score (NPS)
  • Churn rate
  • User engagement data
  • Event performance 
  • Community participation
  • Social engagement metrics 
  • Event engagement rate  
  • User feedback
  • Customer reviews
  • Product and feature usage data
  • Revenue 

A one-size-fits-all approach won’t work for creating a product score. So as you plan your path forward, consider the metrics and KPIs that are most impactful for your business, then tailor the inputs you capture to what truly matters for your specific product and organization. 

Using the Whole Product Score to drive success

Tactfully combining Pendo data with other critical business data allows you to create a single score to guide all the teams within your organization as they create, deliver, and continuously iterate on excellent customer experiences. 

Here at Pendo, the Whole Product Score (which now lives in our business intelligence dashboard), allows us to measure how our customers are interacting with Pendo content—and the entire Pendo platform. Any increase in the overall score signals a combined increase in revenue and customer satisfaction.

The best part? The model improves over time as it gathers more data from more inputs—allowing us to better refine the score and more accurately represent the health of our portfolio. 


Ready to move beyond siloed data and gain a clear vision of your product’s true health? Get in touch for your personalized demo.