Difference between Microsoft Forms and Customer Voice

Customer Voice is built on top of Microsoft Forms and includes most of Forms' functionalities. In addition to the easy survey-authoring experience from Microsoft Forms, Customer Voice adds what is needed for an end-to-end feedback management solution.

The following table summarizes the functionalities Forms and Customer Voice have in common and the additional capabilities that are unique to Customer Voice:

Figure 1.11 – Feature capability summary between Forms and Customer Voice

Important note

Megan Walker, Microsoft MVP and the technical reviewer for this book, published a detailed blog post to compare Microsoft Forms and Customer Voice features. You can find her blog post at https://aka.ms/FormsVsCV.

With the capability comparison in Figure 1.11, how do you decide when to use Microsoft Forms and when to use Customer Voice? It depends on your use case. Microsoft Forms is a great productivity tool designed for collecting ad hoc survey feedback, especially when you need to collect and share feedback through Microsoft office application suite such as Teams.

When you need to collect feedback on behalf of your organization from your customers or your employees, then you should consider using Customer Voice. Customer Voice is designed to deliver high-volume surveys and integrate data with your business systems so that you can link the feedback to customer and employee records. Customer Voice also includes closed-loop actions so you can define metrics and get notified when you receive a low metric score so you can get back to customers or employees in a timely manner.

In addition to the feature capability and use case scenarios, Microsoft Forms and Customer Voice have different license requirements to consider.