Good product, overall
April 14, 2021

Good product, overall

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with JotForm

We are using JotForm in order to collect the work orders from our customers and sign the contract online with them, in case they cannot come to sign the contract in person. Especially orders that are place from out of state are processed via JotForm.
We also use JotForm to create a database with names and contacts in order to be able to send congratulation cards, Holiday cards, Christmas gifts to our customers.
  • It is easy to use, as a platform.
  • It is easy to access the collected information.
  • It is easy to import information to mailing lists.
  • Platform is not exceptionally flexible - for instance, it is quite a lengthy process to set up holiday days when customers cannot book with us. It's a chain of clicks, rather, than just a few, direct steps.
  • The customer service is almost impossible to reach. You need to contact them via FB exclusively, otherwise they don't have a phone number or e-mail address for contact.
  • If you don't add to your form the option for customers to agree with JotForm terms and services, JotForm will pull down your forms without notifying you that it is mandatory that you add those fields, or that they're pulling the forms down. Me no likey.
  • After implementing JotForm, I was able to work remotely, which helped a lot during the pandemic and during extended holidays for medical reasons.
  • The price is quite high, but it is a fairly stable platform. We do feel it in the budget, but it has great advantages.
  • The team has access to the info from different terminals, which helps communication between the office and the shop.
SurveyMonkey has a very limited number of questions that you can ask in a survey for the free version. As opposed to that, JotForm has unlimited questions, but it limits the number of forms that can be filled annually for free. Overall, it is definitely worth using the free JotForm over SurveyMonkey. You have way more flexibility and way fewer restrictions with JotForm. If you are purchasing a plan, like we did after our free forms have been used in less than a year, even so, JotForm is a more user-friendly platform that Survey Monkey.

123Form Builder actually has very easily reachable support team, which JotForm doesn't have. But they have made a few features, like setting up the holiday schedule or bookings super weird. They are unnaturally complicated. JotForm is not great at this either, but it is way more flexible on building a custom schedule.

Do you think Jotform delivers good value for the price?

Not sure

Are you happy with Jotform's feature set?


Did Jotform live up to sales and marketing promises?


Did implementation of Jotform go as expected?


Would you buy Jotform again?


I only give 8/10 because it is not the best value (quite pricey!), and they could improve customer service and optimize the custom schedule setup/bookings setup. There is definitely room for improvement especially when it comes to communication with paying customers, although since they offer an extensive free version as well, it would be nice if both free and paying users would have some support. After all, most paying customers start with a free plan, I imagine...
They're terribly hard to reach, whether you have a paid plan or a free plan.
It's not that you need a lot of support, I only needed it once in about 3 years, but when you need it and you can't reach them for weeks, it's very inconvenient.
I tried to reach them for one particular problem, and the only way to communicate with them was via Facebook, so I had to use my private account for business issues, which I hate. And in case you don't have a FB account, you won't be able to reach them at all.
If you need HIPAA approved forms, JotForm does offer this option but it is pricey. There are cheaper options out there, which are equally easy to use.

If you need to collect data from customers easy, for instance, if you open a shop or a bakery and are interested in conducting surveys or collecting simple work order information, JotForm will do. The free version of JotForm will perform better than the free SurveyMonkey option at the date of my review.

Jotform Feature Ratings

Survey templates
Custom logo/branding
Changes to live survey
Question design help
Multiple question types
Survey logic flexibility
Response tracking
Data export
Standard reports
Custom reports
Access controls