Clicktools vs. Google Surveys

For any organization that is using salesforce.com and needs to implement a survey system that directly ties back to their salesforce.com system I would highly recommend Clicktools. We tried building our own customer satisfaction survey and it was not worth the effort, especially as our questions are ever changing. The integration with the case module was easy to configure

Incentivized

I do appreciate the ease of use and connection Google Surveys has with other Google products - that's a huge plus. While I'm a fairly digitally-minded user, some of our users are not, so that becomes a challenge if you want them to see the Data Studio reports or be able to print something for them. But if you're completely digital, gaining insight from the reports is very valuable. We've mostly used Google Surveys to generate answers to questions we have on how things are running or to collect information from our users/members/students on how they "feel" about particular topics, situations, or their work, in general. For that, it's been a breeze. But we're finding for more specific surveys that may have decision trees associated with the answers (if they answer "this" then send them to "that") we work more with Qualtrics. But you can't beat the price of Google Surveys when you can begin one for $50.

Incentivized

• Integration with SFDC: Makes it easy to trigger survey sends - and store survey results within SFDC - so that multiple departments and stakeholders can view results.
• Hidden Questions - Since we are mostly surveying our customers, we use Clicktools Hidden question fields to improve the survey experience. This way we don't need to ask the person filling out the survey their name or company - but are still able to attach the survey to their profile within SFDC.
• Ease of Use - Clicktools is a robust, yet easy to use software. As someone who manages a team of people that deploy Clicktools, I don't use the product everyday, but I have a very small learning curve when I do need to jump in and create a survey.

Incentivized

• The way the data comes out on a spreadsheet is very helpful, easy to see separate answers.
• Very intuitive, easy to use, and learn how to use.
• Versatile, can be used for many things, and has a variety of types of questions that you can add to your survey.

Incentivized

• Using conditional questions (if yes, then skip to question 5, if no, continue to question 2) can be tricky initially. And it can be really tricky once you have multiple conditions that send a person all over the place. Be sure to test repeatedly so that you know that your customers are getting to the questions they are supposed to be at and not being kicked out early. There are certain nuances you will pick up on over time that make conditional questions easier - BUT you can clone surveys, so build once and then work off your own template.
• No matter how many questions types are available, inevitably you will find a question in which Clicktools does not have a type to support it. They do have quite a few options though... just wish their matrix option was more robust.
• Not many template "themes" to pick from - surveys look very bland.

• Background design, I think it would be better if we could personalize the background design.
• I haven't encountered attaching video clips on it. I think it's great if we can attach video clips or voice clips since image can be attached.
• Cute fonts will do.

Incentivized

We have loved using Clicktools and will continue to use it for the foreseeable future. The price and Salesforce integration is what really sets it apart from any other solution out there. I have learned a great deal about surveys and how to manage them in a CRM by using Clicktools. We will certainly be renewing our contract.

It's fairly intuitive, produces a great product and the customer support is fantastic. I only lowered the score because I find that the in-depth surveys that we run most often can take up to five minutes to produce results, which can be tiring since the interface only allows me to open one window of Clicktools so I can't run multiple results at a time. When I asked support if this was an issue that could be fixed they said it was because the graphics took time to generate the data.

Incentivized

Relatively simple so that those who are less than familiar with computers can figure it out. User friendly and already embedded with other Google products. Receives an 8 because many features available with Google Surveys are also available with similar, free products on the internet today. Good, but not stellar.

Incentivized

ClickTools is always available when I need it. The interface is quick and does not drag. Survey responses show up quickly after a survey is submitted. The survey analyzer is swift as well. There is no waiting around for something to process when you are using ClickTools.

I get frustrated by not being able to find the answers to my questions online by myself. I would rather search FAQs and find things that way, but it seems I always have to contact support to get the answer I need. They need a more robust support center so you can do it yourself. But on the upside, when I do contact support, they respond immediately and usually solve my problem quickly

Google Surveys has a world-class support team. If you have any questions you can reach out to support and gain additional insight on how the product can meet your needs. As part of Google, the support team is very reliable. Our team has not had any issues reaching support and having a quick resolution turnaround.

Incentivized

If you are setting up integration with a CRM (Salesforce) get this done early on in the process. You can always do it later, but it's easiest to lay your foundation first and then build up and around it later

Secure, integrated with Salesforce and allows for better graphics that can be presented to customers. It produces a valuable tool for our sales team by collecting data and turning it into something that is comprehensive and easy to navigate and fun to look at, vs numbers and data gathered onto a sheet.

Incentivized

I use Google Analytics periodically to see how our website is performing. It's so slick to be able to see how many visitors we've had from month to month and year to year, where the visitors are coming from, what search terms are most potent, the effectiveness of organic vs. paid advertisements.

Incentivized

• Increased employee efficiency: due to the fact that it links to the Salesforce, it saves time to update our stakeholder records. It is, at least, a 100% ROI.
• Better customer service. The data we collect help us improve our operations. It is hard thought to estimate the role of Clicktools in the retention of our clients.

Incentivized

• Google Surveys has had a positive impact on my Google Classroom.
• While using Google Surveys I am able to see how my students feel about a certain topic or subject.
• Google Surveys is highly recommended because it provides a way to measure student progress by using polls.

Incentivized