The reporting features are excellent-- easy to customize, detailed, clear. Their email updates are also the one kind I actually read; they're insightful, useful and keep me on top of my company's ads and expenditures. I've also had some great experiences with certain AdWords account managers (on Google's end)--truly enthusiastic about helping us, passionate about getting to know me and my company's needs and interests..
Big learning curve, and the earlier versions were difficult to use. Until I arrived at the company, no one wanted to go anywhere near our 2 AdWords accounts, and they pushed the project into my hands. I'm glad to say I conquered AdWords, but it took some time! I also hate that AdWords account managers are assigned to your company for only a limited time- not really much time to familiarize themselves with your company and advertising needs.
If you're in an office management position like I am, and without an advertising background, then you'll a bit if work to do in learning and mastering AdWords, but when you do it is definitely worth it! If you want the right kind of support from Google's end, you have to actually use your account regularly. I've had truly excellent experiences with some of the account specialists that have been assigned to my company; my company's ads have been most successful during their respective periods of working with me.
We've become more successful in getting our name and brand out across the DMV.