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Software Chaos: when systems fail, users suffer

How failing systems lead to dissatisfied users

By: Serge Janssen Daalen, 18 July 2023

When systems are flawed or malfunctioning, it tends to affect user satisfaction, in this case the satisfaction of your employees who are the users. There are several reasons why faulty systems lead to irritation and frustration of the users.

  1. System accessibility – When a system is down or inaccessible, you and your staff cannot access the necessary and up-to-date information you need, as well as your products and services. How can you place orders or deliver when the system is out of order? How do you keep track of the status? This logically leads to frustration and dissatisfaction for everyone working with the system and, ultimately, also your customers.
  2. Slow performance – Slow loading websites, slow software or delayed response times will test the patience of your employees, and ultimately your customers. In today’s ‘fast-paced’ world, we all expect that systems are fast, efficient and user-friendly. When systems don’t perform as expected, it inevitably causes irritation and disappointment.
  3. Error and bugsError reports, bugs andsystem failures automatically lead to poor user experiences. Whether it is error messages, data loss or unforeseen failures, such problems undermine the confidence in the system. Your employees might even start to ‘work around the system’. Finding their own ways to still deliver and produce. That is something you want to avoid at all costs!
  4. User experience – A system with a cluttered or non-intuitive user interface will result in a lack of understanding or only partial use of the system by your employees. If a system doesn’t have clear instructions, logical workflows or intuitive design, it will create errors, misunderstandings and inefficient use, but most importantly, annoyance and dissatisfaction.

Poor system design – If the basic structure of the system is not set up properly, the addition of new features or making changes to the system can cause problems. So if something changes in the business processes, it is important that the system can be adjusted accordingly. If it can’t, then alternatives outside the system will be sought. You don’t want that to happen!

How do you avoid dissatisfied users?

As a company, it is important to be aware of the potential negative impact of faulty systems on your employees, the users. Faulty systems, in addition to dissatisfied users (and ultimately dissatisfied customers), can also cause loss of productivity, reputational damage for your company, and it can even have legal consequences.

Be proactive. Get to work. Start looking for solutions. Test your system or find a partner that offers a reliable software platform.


We at Spiresolutions would like to help you with all of this. We are aware of the challenges of transforming to an improved or new system, and offer with Spire Essentials a robust, secure, scalable and intuitive platform where you no longer have to worry about system maintenance. Everyone in your company works with the same data, which is accessible anywhere at any time. We offer 24/7 support and continuously update your Spire Essentials System.

Book a free consultation with the founder of Spiresolutions, Serge Janssen Daalen, and let’s discuss and figure out together how Spiresolutions can help you transform and grow your business.

SpireSolutions – Digital Transformation Made Easy

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