Survey Shows Many Users Underwhelmed by Their Experiences with Software-as-a-service

Vendors must reaffirm the fundamentals of the SaaS Model and reassure users of its benefits, Gartner reports


Stamford, CT — July 23, 2009 — Although software as a service (SaaS) is more mainstream and less controversial than ever before, many customers are underwhelmed by their current experience of it and sense that SaaS is not quite the panacea it often promised to be, according to a recent survey by technology research firm Gartner.

The survey, which was conducted in December 2008 among users and prospects of SaaS solutions in 333 enterprises in the U.S. and the U.K., found that the apparent acceptance of SaaS as a viable model has not entirely translated into satisfied users of SaaS.