Case Study: Socrata achieves faster feedback triage and improved product responsiveness with Pendo Feedback

How Socrata saves time and improves their product with Pendo Feedback

Socrata, a provider of cloud-based data solutions for government organizations, struggled to manage growing volumes of customer and internal feedback using Salesforce Ideas. The system became a “black hole” of duplicated requests and clunky workflows, forcing the product team to spend nights consolidating ideas and making it difficult to track or prioritize more than a few dozen items.

After switching to Pendo Feedback and migrating historical requests, Socrata implemented a streamlined triage process using pre-saved responses and Pendo’s curated "Action Needed" list. Within six months the team was responding to every request within two weeks, employees report feeling heard, and the product team can quickly identify and prioritize features, improving overall responsiveness and product focus.

Socrata

Christian Hoogerheyde

Product Manager