SAAS User Satisfaction Skyrockets

November 20, 2008 - Arlington, Massachusetts

Jeffrey M. Kaplan

Fueled by Tangible Business Benefits

Cutter Consortium's fourth annual survey of the software-as-a-service (SaaS) market has revealed that a whopping 97% of responders are satisfied with their SaaS deployments.

Cutter Senior Consultant Jeffrey M. Kaplan spearheaded this study. "Given the tangible benefits survey respondents report gaining from their SaaS deployments, I'm not surprised by this finding, but still, it's impressive! This is a satisfaction level that few established on-premise enterprise software vendors can match."

The benefits enterprises are enjoying that have lead to such an unprecedented satisfaction level include reducing infrastructure costs as a result of SaaS solutions, greater functional capabilities from their SaaS solutions, better application reliability and performance, and higher productivity and more systematic software updates and upgrades.

Figure 1

Figure 1 -- The Greatest Benefits of SaaS

Remarks Kaplan, "Only a handful of the respondents found that SaaS enabled them to lower their staff support requirements. Instead, SaaS allows organizations to redirect their staff support efforts toward more strategic areas."

Another key finding of this study is that more than 50% of the respondents expect to generate 11%-30% cost savings from their SaaS solutions, while nearly one-fifth expect more than 40% savings.

To request a copy of the Business Technologies Trends & Impacts Executive Update (Vol. 9, No. 19), containing these remarks, or to schedule an interview with Jeff Kaplan, contact Kim Leonard (+1 781 641 5111 or kleonard@cutter.com).

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