Case Study: Kajabi achieves 10% customer engagement in one month and boosts loyalty and LTV with Pendo Feedback (Pendo)

Kajabi uses Pendo Feedback to create “marketplace of ideas”, improve customer loyalty and LTV

Kajabi, an all-in-one platform for creators and small business owners, needed a scalable way to collect and prioritize feature requests and feedback from tens of thousands of customers. VP of Product Jeremy Saenz moved beyond low-response email surveys to find a tool that would deepen customer relationships and surface high-value product ideas.

By adopting Pendo (Insights, guides, NPS) and joining the Pendo Feedback beta, Kajabi launched a public “marketplace of ideas” feedback portal that engaged 2,000 customers (10% of the base) and captured about 1,000 requests in its first month. The team used that input to prioritize and ship major work — new reporting, a mobile app, and a Pages relaunch — while sourcing interviews and beta testers, improving transparency, customer loyalty, and lifetime value.

Kajabi

Jeremy Saenz

Vice President of Product