Latest Gartner report finds that satisfaction is low, despite high acceptance rates

Software as a service failing to impress

Many firms using software as a service are underwhelmed by the technology, despite its increase in popularity amongst the mass market, according to Gartner.

The survey, which was carried out with 333 enterprise users in the UK and US, found that although software as a service (SaaS) had been accepted as a viable alternative to on-premises installations, it had not translated into satisfied users.

"Our research findings did not exactly provide a ringing endorsement of SaaS, in fact I would go as far as to say that satisfaction levels among SaaS users are little more than lukewarm,” said research vice president, Ben Pring.

“Although macroeconomic factors would seem to favour SaaS providers, almost two thirds of respondents said that they planned only to maintain their current levels of SaaS in the next two years."

Along with a number of differences between the UK and US, Gartner found that 56 per cent of respondees are planning to maintain their current levels of SaaS rollout. Less than one third plan to expand their current deployment.

However, only five per cent of those questioned said they are planning to discontinue the use of SaaS, while a further five per cent plan to decrease their set up.

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