According to a new report from Gartner, six out of ten customers regret a software purchase. The agency now offers some tips for companies to avoid more of this.

A new report from research and analysis agency Gartner focuses on a specific form of the famous Buyer’s remorse. According to the survey, 60 percent of buyers regret a software purchase afterwards. To prevent this from happening again, the agency also provides tips for sellers and producers in its report.

discontent

The report notes that post-sale regret is a global trend in the software business. A large majority (96 percent) of buyers do their homework upfront, but the dissatisfied 60 percent still develop that feeling within a year and a half on average.

There are several reasons why a software purchase does not deliver the expected results:

• Higher total cost of ownership than expected (33 percent)
• Slow or complex implementation (32 percent)

Nearly half of respondents believe vendors should simplify software implementation by providing better guidance and responding more quickly to customer requests.

In terms of provider frustration, the two biggest concerns were:

• Problems between delivery and implementation
• Creating false expectations

The consequences of this dissatisfaction can sometimes be far-reaching for providers. Almost a quarter of customers canceled their software contract after a negative experience. A third even switched to a competitor.

Perception also plays a big role here, with 56 percent believing that this negative experience can harm their company in the long term. For SMEs, this proportion increases by three percent. Ultimately, that’s a difference from the 51 percent of large companies that experience this poor perception.

Tips and Tricks

In addition to better and faster responses to their customers’ problems, providers can use strategies to counteract this negativity:

• Develop software that is easier to use
• Credibility through verified reviews

• Equip sales teams appropriately
• Try to identify possible regrets during the sales process
• Prioritize after-sales communication

However, the responsibility for later regrets when purchasing software does not lie solely with the providers. The person who makes the final purchasing decisions within a company can also play a role.

Robert Burkett, CEO of Harmony Healthcare, told TechRepublic that those who will ultimately use the software need to be properly informed before implementation. In this way, more information about the performance of new technologies is available.

Managers may want to base their decisions on the top ten strategic technology trends Gartner sees emerging in 2024. The agency expects global IT spending to reach the five trillion mark next year.