Case Study: Cisco Cloudlock achieves 20% increase in NPS with Pendo

Cisco Cloudlock used notifications to increase NPS scores by 20%

Cisco Cloudlock, a pioneer in cloud security acquired by Cisco, protects sensitive data and detects compromised accounts and third‑party OAuth apps across services like Google, Office 365 and Salesforce. When a widespread Google Docs OAuth attack emerged—an insidious cloud‑to‑cloud vector that could read, send, delete and manage email and contacts—the team needed a faster, more direct way to reach active users than traditional email.

Cloudlock implemented secure in‑app notifications and surveys via Pendo (after rapid customizations and security reviews), offering users the option to opt in to automated revocation of the malicious app variants. The campaign achieved a 68% response rate, most customers opted into the automated remediation, and Cloudlock saw a 20% lift in NPS during the incident, improving customer sentiment and trust.

Cisco Cloudlock

Jennifer Sand

Vice President of Product Management