Market Perspectives

We are happy to share some insights about Google drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.  

We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite use-cases. 

In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated Google in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).  

In the overall Digital Communications Buyers Guide, our analysis classified Google as a provider of Merit, receiving an overall grade of B++ with a 77.9% performance. Google’s best grouped results came in Product Experience with an 80.9% performance and a B++ grade due in part to its A- in Adaptability. In Customer Experience, Google received a B- grade with a 58.3% performance due to its 59.6% performance in TCO/ROI. Google was designated a Leader in Adaptability and Reliability. 

Google’s B++ grade in Product Experience was impacted by its B+ in Usability, where it could improve on its product’s user experiences and how it is applied across roles. Customer Experience was impacted by its B- grade in Validation, where more information is needed on its commitment and product roadmap. 

Google performed best in Product Experience with a B++ grade and rated fifth, notably in Reliability as a Leader, receiving an A- due to its business continuity and technology administration. In Adaptability, customization and APIs are provided for utilization in digital communications. It’s rating in Customer Experience with a B- grade was led by a B- in TCO/ROI, where it can improve the information it makes available to assess an investment.   

In the Digital Communications Basic Suite Buyers Guide, our analysis classified Google as an Innovative provider, receiving an overall grade of B++ with a 78.3% performance. Google’s best grouped results came in Product Experience at 84.3% performance and an A- grade due in part to its A in Capability. In Customer Experience, Google received a B- grade with a 58.3% performance due to its 59.6% performance in TCO/ROI. 

Google’s A- grade in Product Experience was impacted by its B+ in Usability, where it could work towards enhancing the user experience and clearly demonstrate how UI design fit for specific users and tasks. Customer Experience was impacted by its B- in Validation, where there is some room to streamline the sales and onboarding processes involved. 

Google performed best in Product Experience with an A- grade, notably receiving an A in Capability due to its high integration with digital technologies and support for various devices and channels. In Capability, it also showcased robust administration features that are reflected by its grade in this category. Google offers a wide array of documents and information needed for preparing a business case and identify the benefits and strategic value that led to its B- in TCO/ROI. 

In the Digital Communications Platform Buyers Guide, our analysis classified Google as an Innovative provider, receiving an overall grade of B++ with a 79.4% performance. Google’s best grouped results came in Product Experience at 84.2% performance and an A- grade due in part to its A- in Adaptability. In Customer Experience, Google received a C++ grade with a 58.3% performance due to its 59.6% performance in TCO/ROI.  

Google’s A- grade in Product Experience was impacted by its B+ in Usability, where it could improve on its product’s user experiences and how it is applied across roles. Customer Experience was impacted by its B- grade in Validation, where more information is needed on its commitment and product roadmap.  

Google performed best in Product Experience with an A- grade, notably in Adaptability, receiving an A-, where the customization and API are well provided for utilization in digital communications. Its rating in Customer Experience with a B- grade was led by TCO/ROI and B- grade but where it can improve the information it makes available to assess an investment.  

In the Digital Communications Premium Suite Buyers Guide, our analysis classified Google as a provider of Merit, receiving an overall grade of B++ with a 78% performance. Google’s best grouped results came in Product Experience with an 81.2% performance and a B++ grade due in part to its A- in Adaptability. In Customer Experience, Google received a B- grade with a 58.3% performance due to its 59.6% performance in TCO/ROI. Google was designated a Leader in Adaptability and Reliability. 

Google’s B++ grade in Product Experience was impacted by its B+ in Usability, where it could improve on its products user experiences and how it is applied across roles. Customer Experience was impacted by its B- grade in Validation, where it could provide more client references and breadth of case studies.  

Google performed best in Product Experience with a B++ grade, notably as a Leader in Reliability, where it received an A- due to its business continuity and technology administration. In Adaptability, Google provides customization and APIs for utilization in digital communications. Its B- grade in Customer Experience was led by a B- in TCO/ROI, where it can improve the amount of information available to assess an investment.  

This assessment was based on Google Workspace Enterprise, v. March, 2024 and was available in March of 2024. 

This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports: 

Digital Communications Overall 

Digital Communications Basic Suite 

Digital Communications Platform 

Digital Communications Premium Suite