Case Study: SmartRecruiters achieves 1300% more NPS responses and actionable customer insights with Pendo

8 ways SmartRecruiters got smarter after using Pendo NPS

SmartRecruiters, a San Francisco–based provider of cloud talent‑acquisition software, aims to make hiring easy for businesses and candidates. Despite strong anecdotal confidence in customer sentiment, their email‑based NPS process reached only buying‑committee contacts, produced low response rates and unreliable results, and left the product and customer success teams without a clear, ongoing view of end‑user satisfaction.

By deploying Pendo’s in‑product NPS, SmartRecruiters captured timely feedback from active users, driving a 1,300% lift in responses (over 2,200 answers) and enabling rich, account‑linked data. They used eight segmentation strategies to prioritize outreach, correlate detractors with churn risk, inform product roadmap and upsell efforts, and establish a quarterly NPS cadence—resulting in better customer engagement, improved churn prediction, and measurable impact on product and revenue outcomes.

SmartRecruiters

John Hooper

Manager of Revenue Insights and Analytics