Greater than half of U.Ok. software program consumers remorse their expertise purchases, with hidden prices rising as the highest grievance, in line with new analysis from Capterra. Over the previous 18 months, 57% of consumers have regretted at the least one software program funding, with 34% blaming unexpected bills that drove prices past expectations.

Software program could value greater than anticipated as a result of hidden charges, licensing restrictions, required upgrades, implementation prices, or further bills for coaching and assist.

Past monetary issues, 30% of regretful consumers stated that the expertise was overly complicated, and the identical proportion cited problem with coaching or onboarding customers. Two different frequent causes for remorse have been incompatibility with present methods (29%) and problem or gradual setup (28%).

Penalties of unsatisfactory software program purchases

When requested concerning the influence of those regrettable purchases, 56% of regretful consumers reported elevated prices, 42% cited lowered productiveness, and 35% stated it launched safety vulnerabilities. Every of those elements straight or not directly impacts an organization’s backside line.

As companies proceed to put money into expertise, making well-informed selections is extra vital than ever. Gartner predicts international IT spending will develop by 9.3% in 2025, largely as a result of firms trying to leverage generative AI. With a lot capital at stake, companies should study from previous errors to guarantee long-term worth from their software program investments.

SEE: Why you must construct, not purchase, software program: 5 causes

Purchaser errors that led to regrettable software program purchases

Capterra additionally requested the U.Ok. software program consumers about how they made their selections and located key patterns amongst those that regretted their purchases.

Solely 59% of regretful consumers made a shortlist of 1 to 4 software program distributors, in comparison with 72% of non-regretful consumers. A shorter record “not solely improves the possibilities of a profitable shopping for journey however might additionally save time later when it comes time to check and refine issues,” David Jani, U.Ok. Analyst for Capterra, stated within the report.

Moreover, 22% of regretful consumers caught firmly to their preliminary shortlist, in comparison with simply 17% of non-regretful consumers, suggesting flexibility is necessary. Sixty p.c of non-regretful consumers adjusted their selections from their preliminary to their last record.

Profitable consumers additionally performed extra in depth analysis earlier than making a call. Amongst them, 56% reviewed trade consultants, 48% examined buyer testimonials, and 47% used product evaluate and comparability web sites. In line with Capterra, these percentages have been all greater amongst happy consumers than those that regretted their buy.

Lastly, regretful consumers have been much less prone to check out their last selection of product earlier than making the acquisition. Whereas 72% of profitable consumers scheduled a full product trial, solely 51% of regretful consumers did the identical.

Classes from the regretful consumers

Capterra researchers requested regretful consumers what they might do in another way subsequent time they bought software program. The highest response, cited by 33%, stated they might make clear their targets and desired outcomes higher earlier than making a call.

A scarcity of readability round the issue that new software program would resolve was additionally highlighted as a key cause that over 80% of AI tasks fail, in line with 2024 analysis from RAND. Business stakeholders typically misunderstand or miscommunicate this drawback, or select one that’s too sophisticated to resolve with software program. The organisation can also be extra targeted on using the “newest and best expertise” than really fixing the issue at hand, the RAND researchers stated.

Different key classes from Capterra embody enhancing stakeholder communication round selections (31%), growing a provider’s danger evaluation course of (30%), and performing a safety evaluate (29%) earlier than making the choice.

“There’s quite a bit to study from the 43% of UK firms that had profitable software program purchases,”  stated Jani in an emailed remark. “Identical to firms are likely to analyse their opponents’ advertising and marketing or gross sales methods, they need to additionally pay nearer consideration to how different companies make selections through the software program shopping for course of.”

“Not solely is that this important in serving to disenchanted consumers make the best tech selections, but additionally helps companies stay environment friendly and at a aggressive benefit for years to come back.”

With software program investments on the rise, hidden prices and poor planning proceed to result in pricey regrets. Companies that prioritize thorough analysis and testing can keep away from these pitfalls and make smarter buying selections.