Select Software With the Right Satisfaction Drivers in Mind

• Software selection needs to provide satisfaction. Across the board, satisfaction is easy to achieve in the short term, but long-term satisfaction is much harder to attain. It’s not clear what leads to long-term satisfaction, and it’s even more difficult to determine which software continuously delivers on key satisfaction drivers to support the business.

Our Advice

Critical Insight

• Software satisfaction drops over time. After the initial purchase, the novelty factor of new software begins to wane, and only long-term satisfaction drivers sustain satisfaction after five years.
• Surface-level satisfaction has immediate effects, but it only provides satisfaction in the short term. Deep satisfaction has a lasting impact that can shape organizational satisfaction and productivity in meaningful ways.
• Empower IT decision makers with knowledge about what drives satisfaction in the top five and bottom five software vendors in spotlighted categories.

Impact and Result

• Reorient discussion around how software is implemented around satisfaction rather than what’s in fashion.
• Identify software satisfaction drivers that provide deep satisfaction to get the most out of software over the long term.
• Appreciate the best from the rest and learn which software categories and brands buck the trend of declining satisfaction.