Google Forms vs. Medallia

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

Medallia is best for customer experience feedback. This will allow you to analyze and understand their current experience with the service you are providing. You will not [only] understand what specific point you are lacking, but you will also know which point they are happy with. Using the data provided, you can take necessary actions on how to improve and elevate your customer's experience.

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

• It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
• As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
• It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.

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 service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
• Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.

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

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

Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.

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

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

Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs

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

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

Medallia does not only gives us convenience. It also gives us an opportunity to solve real-time feedback and create real-time solutions. The platform is easy to use, with a dashboard that could help our agents check their progress on a daily basis. I am particularly impressed with the platforms' ability to provide high attention to detail without compromising the sleek design that gives a professional vibe.

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

• 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

• It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
• It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.

Incentivized