Case Study: SecurityScorecard boosts free-user feedback and speeds UX fixes with Pendo

How SecurityScorecard used Pendo to collect feedback from their customers and improve the product experience for their free users

SecurityScorecard, a cybersecurity ratings firm, needed a fast way to collect feedback from free users without relying on engineering or changing success-team workflows, and to fix confusing paywall behavior that frustrated users and stalled conversions.

They deployed Pendo in-app guides—a top-nav feedback badge linked to a short survey and a targeted, non-dismissible guide over paywalled features for free users. The result was a dramatic uptick in free-user feedback, increased clicks and interest in upgrades, quicker fixes without developer resources, and a cultural shift toward solving problems product-led with Pendo.

SecurityScorecard

Amber Britton

Senior Product Manager