Item: Google Forms
Rating: 10
Author: Michael Jacobson

Overall Satisfaction with Google Forms

Use Cases and Deployment Scope

When we created our online chat, it included a very basic customer survey. We wanted some very specific questions asked of our survey respondents. Google Forms made it easy to create a survey we could then implement at the end of our chats, with the questions we wanted. Data collection is in real time on Google's online spreadsheet, which can also be easily put into an Excel spreadsheet for more analysis. So far we are the only department using it because ours is the only online customer service team.

Pros and Cons

Pros

Very easy to set up.
All survey results and data collection appear in real time for instant feedback.
You can use their data in Excel so you can analyze and create reports your way.

Cons

You have to be careful NOT to manipulate the data on Google's online spreadsheet, which is why I recommend sending it to your own Excel sheet. If you change any data on their sheet, it can cause the sheet to 'disconnect' from your Forms survey so it no longer collects data and you'll have to re-set it up.
This is a free and good product, but it can be difficult to get customer support with Google; luckily it's almost never needed.

Return on Investment

It basically helped justify our chat platform by asking chat users if we saved them from a phone call; the amazing response proved we were relieving phone congestion.
The ease of use in creating and implementing cost us no time, nor money.
We've accumulated 5 years' worth of good data from using it to date!

Alternatives Considered

We haven't tried similar products because our chat software actually recommended Google Forms, and upon review and use, we found it fulfilled everything we were looking for in an online survey and data collector. It's free and easy to use so there was never any inspiration to seek a different survey product.

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?

Yes

Did implementation of Google Forms go as expected?

Yes

Would you buy Google Forms again?

Yes

Other Software Used

SnapEngage, Playvox, Ceridian Dayforce

Usability

It's super simple. You can create any question you want, add whatever kind of response you want to the question (yes/no, multiple choice, rating, or open ended). You can make sure your most needed questions are required to be answered in order to submit the survey. You can populate it with needed data such as your agent's name, and even a link to the chat transcript for the customer (and for our review based on survey results). Data collection is in real time and exportable for your own manipulation and reporting needs.

Support Rating

I've never found out how to get customer support for Google Forms, though I only really needed it once in five years (I ended up finding the answer on my own). There are some FAQ type assistances, but live help is much more difficult to attain.

Likelihood to Recommend

For any online survey, Google Forms is one-stop shopping. It's free, easy to use, easy to set up, and very easy to monitor, collect and analyze your data. You can make any question on your survey "required" when essential (meaning the survey taker cannot submit without answering). You can choose multiple choice, scale ratings, or open ended questions to allow your customers to leave comments. You can also have certain pieces of information automatically populated, such as the name of the customer service agent who assisted the customer. There's really no survey scenario I can envision where Google Forms won't do exactly what you want, easily and free.

Google Forms Feature Ratings

Comments

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