Sixty percent of workers said new software had occasionally or frequently frustrated them within the past 24 months, according to a new survey by Gartner, Inc. In fact, 56% of users said new software had made them wish management would bring the old system back. The democratization and consumerization of IT has resulted in employees who have more discretion over what software they use and how they use it. Software product leaders often focus on adding new features to keep up with competitors, but this leads to overly complex products with poor user experience. The survey found that 81% of software users have taken some kind of action – positive or negative – after a notable experience with software. Depth of application usage can have a significant impact on the value an organization receives from software. That perceived value becomes important when renewal or upgrade time rolls around.


The survey also found that users frequently share their opinions on software with peers, with IT and with business leaders, either proactively or in response to requests for input. This “word of mouth” can start a chain reaction that influences whether others adopt or avoid applications. 42% of survey respondents said they have complained to peers after a negative software experience, while 38% have recommended an application to peers after a positive experience. Additionally, 42% have shared negative experiences with IT, and 25% have shared those experiences with business management. Social media is also becoming an important outlet for sharing opinions on software, with 10% of respondents indicating they had left reviews on social media or review websites after a negative experience with an application. With SaaS revenue growing faster than the overall software industry, providers increasingly find themselves in a continuous purchase cycle. In this competitive market, maintaining high-value application usage by making user experience a core competency is critical fo.