Item: Google Forms
Rating: 9
Author: Carolina Reyes

Use Cases and Deployment Scope

Google Forms is one of the most used tools of the Google suite in our organization, its use is given both in the commercial area as in the operational part, daily our technical support analysts record the incidents and failures of each area of our IT infrastructure and in turn records the different affected equipment, this allows us to weigh and analyze in real time the impact with a simple crossing of data in a pivot table, this process was manual and with the implementation of Google Forms saved us diagnostic time.

Pros and Cons

Capture of information from clients and/or consultants for real-time analysis.
Knowledge evaluation for our work team, the predefined templates allow the creation of tests and knowledge tests that are very didactic and easy to grade.
The acquired data is cleanly integrated with google spreadsheets allowing for fast and accurate analysis.
The form completion notifications are customizable and do their job well.

Perhaps the main disadvantage is the customization, definitely the templates available are very limited and the fonts are reduced.
It does not natively accept electronic signatures, so it is necessary to resort to external plug-ins.
We would like to be able to implement pre-determined answers in order to evaluate concise points to our work team.
Creation of customized templates in order to share them with the rest of the organization, with your own logos and signatures.

Return on Investment

It reduced response times in the diagnosis of network failures, since the interactions of the technical support agents and the analyzed answers immediately provided concrete results, while in previous occasions it took hours, with Google Forms we were able to have results in minutes.
Positively, it has a positive impact on the SLA, since by quickly diagnosing the failure, it is possible to correct it and thus minimize the time of absence of service to our customer.
On the customer's side, we understand the daily needs with their feedback, which reaches us in real time, and thus fine-tune processes and services.
Increases efficiency of technical support as time can be used for other, more complex diagnostics

Alternatives Considered

OneDrive

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.

Key Insights

Do you think Google Forms delivers good value for the price?

Yes

Are you happy with Google Forms's feature set?

Yes

Did Google Forms live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Google Forms go as expected?

I wasn't involved with the implementation phase

Would you buy Google Forms again?

Yes

Other Software Used

Google Analytics, Google Hangouts Meet, Google Endpoint Management

Usability

Google Forms is a very intuitive and easy to use tool, it is not necessary to have a complex knowledge to create advanced forms, it is enough with the functions and aids that the tool offers for the creation of these, even children and students can do it, also the way to export the data is really simple, simply an incredible tool.

Support Rating

To tell the truth I have used Google Forms support very little because the help of the same tool solves most of the questions that arise in the management of this, and when we have needed support has provided timely solution, thanks to this we have excellent references from Google.

Likelihood to Recommend

From my point of view, the following are some of the favorable and unfavorable points of the tool:

Favorable in:

Capture and collection of customer information regardless of the geographical area where it is located, just share the link to the form.

2. Real time analysis of the information collected with the help of Google Sheets spreadsheet functions.

3. Formative evaluations since it has different types of answers and its implementation can be at business and student level.

Unfavorable in:

1. Lacks variety of templates which limits customization 2.

2. If you want to collect large volumes of information the tool presents difficulties because it is limited to the number of cells that the spreadsheet allows.

Collaboration, efficiency and analysis

Overall Satisfaction with Google Forms