ChurnZero vs. Google Forms

If you are a SaaS business with a high volume of customers, having ChurnZero is a must. If you have a subscription based business and a customer success or account management function in your company, I would highly recommend ChurnZero.

Google Forms is great for simple surveys, such as quick polls, but any logic beyond conditional pages is not supported. Google Forms is best used when the survey participants have and are permitted to use a Google Account to fill out the form; we ran into issues with hospital IT departments. I don't believe there's a better free tool out there than Google Forms, though.

Incentivized

• ChurnZero has excellent customer success! They worked very hard to ensure a successful implementation and launch.
• The CZ platform gives a detailed view of customer usage. We know exactly how clients are using our platform which allows us to provide excellent customer success services. This allows helps our product team understand the needs of clients and the success of new features.
• We are able to create plays based on usage which provides a customized and personal experience for each user. CZ makes it possible to give our clients what they need when they need it.

Incentivized

• Live results: When a user completes the form the results are added instantly.
• Easy to create: Google Forms has a simple interface that allows for a wide range of question types. Google will even try to guess the question type based on the question (but this can be overridden).
• Answers export to Google Sheets: It is easy to have each response to your form add a row to a Google Sheet, allowing for further analysis or processing.
• Ability to automatically collect email addresses within a domain: If you have a form that has been shared with users in your domain, you can set it to automatically collect the users' email addresses without them needing to type it in. Makes checking whether all students have completed the form easy.

Incentivized

• When composing an email out of segments, the ability to save it as a draft to review later would be awesome, instead of needing to set up a Play
• In the admin section, I love that we can have a color palate - but we'd like the color palete to be applied in other areas so CZ has more of our companies branding
• The content templates can be hard to stylize if you don't know html
• Add the Merge Fields functionality to tasks, especially tasks made by playbooks

Incentivized

• Sometimes finding the output -- a Google Sheet with all responses-- is a little difficult. It's also sometimes confusing to figure out how to get back into the Google Form Survey itself.
• As always, sharing among an institutional Google account and your personal Google account can be frustrating. You have to make a copy and can't share across the two different accounts very easily.

Incentivized

Our team is very happy with the product after evaluating multiple vendors, including Gainsight, Totango and Planhat. We like the additional functionality that CZ offers on its enterprise version. We were strongly considering other products if the price was right and functionality worked, but the change management would have been too heavy and taken too long. The ChurnZero team has been a good partner to rely on and allowed us to free up our time and resources to focus on more pressing matters

Incentivized

I will definitely renew my use of Google Forms because I really like the ease of use and the number of tools that Google forms provide. I also love that I can administer a test in real-time and get results in a timely manner

Incentivized

ChurnZero makes my work life a complete game changer. I say it all the time ChurnZero is a one stop shop for data! I don't fumble through numerous different programs, try to remember different passwords, I literally login to CZ and it is right there in front of me

Incentivized

Overall ease of use for staff, volunteers, and adult learners, and easy to get reports and to share reports via Sheets. As a free tool, it does more than expected. Easy to change the look and brand it to your organization, or just make it more fun, depending on what you want to use it for.

Incentivized

Quick response by the CZ team.

Incentivized

In the years I've used GoogleForms I've never ran into any issues with the reliability or availability. Google is a gigantic company with essentially limitless resources which makes it very easy to trust that I will continue to be able to enjoy the same reliability I've come to know and expect from GoogleForms

Incentivized

One of the things that comes as a benefit of the lack to create complex logic branching and truly custom design is that there isn't lot of room to bog down the software. GoogleForms has always loaded just as fast as my internet service and device would allow it. I'm not sure about front end integrations or integrations into the form itself, as I've never explored it, but on the backend, I've never had any issues with integrations channeling from GoogleForms from the GoogleForms's end of things.

Incentivized

I recently had the opportunity to interact with ChurnZero's customer support team, and I must say, I am thoroughly impressed. Their responsiveness and willingness to solve problems are exemplary. From the moment I reached out, their team displayed a level of professionalism and dedication that truly stood out.

Incentivized

We haven't used much official support for Google Forms. However, because it is so widely used, there are a ton of articles and guides available online to help administrators of varying technical abilities to work through problems that arise. Additionally, Google provides an official support forum where there are discussions with other users as well as Google developers that can help address issues if needed.

Incentivized

The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.

Incentivized

I implemented CZ in 4 months. When I look back, this is not a long time where I needed to get to know CZ by myself (as I did not have knowledge of it at all..) study the Academy, playing around in the test environment and setting up in live environment.

Incentivized

Google Forms doesn't really require "implementation": simply log into GDrive and create a survey! You can configure settings per survey to, for example, automatically write responses to a GSheet.

Incentivized

Gainsight CS - you need a team to manage this tool; not intuitive to use, and you're not able to be as agile once configured GUIDEcx - One of my favorites in the space, and so easy to set up, configure, customize, and scale. Able to connect onboarding milestones to SFDC cases, and share out as a customer portal. Mixmax has been purchased in past companies to help fill in gaps of other tools (gives us scheduling links, in-inbox email templates, SFDC lead/contact and task management)

Incentivized

Although both platforms offer similar functionalities, Google Form has a personal advantage and it is the impeccable integration with the different applications of the Google suite, this allows to make use of all of them in a transparent way, which in the work environment allows to perform work efficiently and without affecting the quality of it.

Incentivized

Easy to escalate.

Incentivized

GoogleForms lacks the ability for complex logic branching and the ability to truly design it in a custom manner. It's pretty obvious when you land on a GoogleForm that it is in fact a GoogleForm. This rating solely reflects the lack of flexibility which in turn makes it something that wouldn't usually be scaled. That being said, if needing to scale a simple solution, GoogleForms would be up for the job.

Incentivized

• ChurnZero has transformed our NPS strategy, helping us get in front of unhappy customers faster
• ChurnZero has reduced confusion and data cleanliness issues across our CS org
• Their customer support has helped us implement and get up and running with Churnzero in excellent time.

Incentivized

• High positive impact and return of investment; easy to use and seamlessly integrated with current Google Drive and Suite
• Ability to create surveys on demand and quickly, saving time and energy
• Easy to train others in using Google Forms so that there is not a bottleneck of knowledge

Incentivized