Survey: SaaS satisfaction dropping as customer interest expands
Network World - User satisfaction with software as a service (SaaS) is starting to slip, but customer interest in this method of outsourcing IT functions is continuing to grow, according to survey results released this month by Cutter Consortium, an IT research and analysis firm. "We believe our latest survey clearly shows that SaaS will become a dominant force in 2007," wrote report author Jeffrey Kaplan, who runs the consulting firm ThinkStrategies and is affiliated with Cutter. Kaplan performed a survey via the Web and got responses from 88 IT professionals within end-user organizations. Some 31% were already using SaaS,Roger Vivier scarpe, the same as in the previous year’s survey, but another 43% are now considering SaaS, up from 34% the prior year. Kaplan found satisfaction rates of 90% among users last year and 80% this year. “I was a little surprised we saw the level of slippage we’ve seen,” he said in a phone interview. The diminished satisfaction represents a “warning sign for both users and vendors,” he said. Users need to make sure they don’t have unrealistic expectations, and they must evaluate the capability of vendors before selecting a service, he says. But it is natural to have some drop in satisfaction, Kaplan noted. “Whenever a market grows, customers arrive with different sets of expectations. Sometimes, those expectations may not be realistic,Moncler piumini,” he said. “The other part is a larger number of providers emerge,moncler outlet, and their ability to deliver a consistent quality solution will also vary.” The primary motivations for users who adopt SAAS are the ability to accelerate deployment,moncler outlet, the elimination of infrastructure costs, and a desire to have internal IT and application staffers focus on more strategic projects, Kaplan wrote. SaaS is generally reliable and functional, but some customers are disappointed in the cost, he said. “Some customers had an expectation in terms of cost savings that may not have been realized,” he said. “In fact, some SaaS applications do require a certain level of preparation and integration,uggs online bestellen, and even data migration that could result in some additional costs from a consulting third party.” A separate report issued by Forrester Research Inc. in November found that the largest firms are the most interested in using software as a service. Enterprises use SaaS most often for human resources,Moncler jakke, ERP, CRM and security, Forrester reported. SaaS has entered the mainstream and is poised to have a “watershed year,” Kaplan stated.
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