Case Study: IHS Markit achieves outcomes-based product decisions with Pendo's Product Engagement Score

How IHS Markit uses Product Engagement Score to make more outcomes-based product decisions

IHS Markit, an intelligence firm, faced a fragmented view of product health across a large, legacy user base. Ellie O’Connor, Associate Director of User Experience, was spending excessive time cobbling together dozens of metrics and spreadsheets to understand adoption, stickiness, and growth, making it hard for product, research, and customer-success teams to align on what truly mattered.

Adopting Pendo’s Product Engagement Score (PES) and defining 10 Core Events gave the teams a single, rolling metric and common language for outcome-based decisions. PES replaced manual reporting, enabled account-level health checks for sales and CSMs, surfaced onboarding gaps (e.g., long time-to-first-use), and drove faster, more collaborative actions to improve adoption, retention, and overall customer health.

IHS Markit

Ellie O’Connor

Associate Director of User Experience